Service Desk Support Role (ServiceNow)

Service Desk Support Role

Location: Northampton (Head Office) with occasional regional travel x 5 days on site

Type: Permanent

Salary: £35k - £42k

Key Responsibilities

- Provide hands-on deskside and walk-up support at Head Office, resolving incidents via ServiceNow

- Deliver remote and on-site support for end users across office and warehouse environments

- Troubleshoot and support Windows 11 devices, laptops, PCs, peripherals and mobile devices

- Maintain and support meeting rooms, AV equipment and video conferencing systems

- Manage device imaging, deployment and PC refresh programmes

- Maintain accurate asset management records in ServiceNow

- Provide basic LAN/WLAN troubleshooting within Aruba and Cisco environments

- Carry out patching, cabling and hardware installations where required

- Support Microsoft 365 services including Teams, SharePoint, OneDrive and Exchange

- Assist with SharePoint migrations (on-prem to SharePoint Online)

- Work with remote support teams and escalate issues where necessary

- Maintain documentation and follow ITIL-aligned service processes

Essential Skills & Experience

- Experience in EUC/Service Desk/deskside support roles

- Strong experience using ServiceNow for incident and asset management

- Solid troubleshooting experience in Windows 11 environments

- Experience supporting PCs, laptops, peripherals and end-user hardware

- Knowledge of network fundamentals

- Experience supporting meeting room and collaboration technology

- Strong problem-solving and organisational skills

- Ability to prioritise effectively in a busy support environment

- Strong communication and stakeholder management skills

Desirable

- Exposure to Aruba or Cisco networking environments

- Experience supporting warehouse or operational environments

- Exposure to Microsoft 365 services (Teams, SharePoint, OneDrive, Exchange)

- Experience with device imaging and deployment

- Knowledge of endpoint security tools such as BitLocker

- Experience assisting with SharePoint migrations

Benefits

- 25 days annual leave + bank holidays

- Company pension scheme

- Private medical and dental insurance