Service Desk Analyst

We have new opportunities for Service Desk Analysts based with our Client in Theale, Reading.

These roles are initially until end January 2026, with the possibility of extending.

We are looking for a dynamic, passionate and proactive Service Desk Analyst/1st Line support to join our ServiceNow team.

Providing essential ServiceNow L1technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures.

Makes regular proactive recommendations regarding eradication and automation of incoming demand, to reduce overall net incoming demand and improve the end user experience (and reduce end user disruption).

Collaborate with L2 and L3 colleagues to ensure seamless end user experience.
This is a traditional a L1 role, with some additional IT related duties, which include supporting the Business Relationship Manager (BRM), for proactive business engagement activities:

Participating in the bi-weekly virtual "Tech Bar" sessions to resolve L1 type ticket queries

Drafting "Tech Tuesday" newsletters, includes "tips & tricks" to bolster end-user productivity ('Did You Know' articles and videos), other BRM initiatives

Requires great attention to detail, a real passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Full-time, working Monday to Friday, 40 hours per week.

Willing to obtain relevant baseline security clearance (for this, British Citizenship and a British Passport is required)

Reports directly to the Service Desk Manager.

KEY SKILLS AND RESPONSIBILITIES

Provide first-level IT technical support and problem resolution online and over telephony to all end-users with software, hardware and application problems via the ServiceNow ticketing system

Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner

Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

Maintain communications with customers throughout the problem resolution process

Administer user accounts via Active Directory, group membership and rights assignment based on established procedures

Technical Troubleshooting

End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)

Report any pattern or trends to management for proactive problem management

Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations

Share observations with team and update Knowledge Base articles

Willing to perform other reasonable IT related duties if required as requested by management

ESSENTIAL SKILLS AND ATTRIBUTES

Experience in an IT support or a similar technical role, with a strong background in system, network, and application support

Experience with ServiceNow or similar IT ticketing systems

Experience in customer-focused environments, providing high-quality technical support

Ability to explain technical concepts to non-technical users

Follow Security procedures and keep a vigilant eye for Cyber Security issues

Excellent knowledge of service desk processes and functions in support of end-user computing needs

Strong knowledge of troubleshooting Windows Desktop (10 & 11) and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure

Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) - certification preferred but not essential (MS-100/101/102)

Demonstrated knowledge of personal computer hardware configuration and setup
Understanding of basic Networking and troubleshooting
Basic understanding of IP addresses, DNS and what makes up an IT network
Diagnosing internet connection issues, WiFi issues
Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)
Cloud Platform experience, including 3rd party SaaS
Experience with Video Conferencing and telephony systems
First-class customer service and communication skills will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role)

Desirable Skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform)