Role Overview
We're looking for a proactive and customer-focused Level 1 Service Desk Support Technician to join our ServiceNow team in Warrington. You'll provide first-line technical support to our global workforce, ensuring timely issue resolution and an exceptional end-user experience.
Working via the ServiceNow ticketing system, you'll follow established IT processes and contribute ideas to improve service efficiency through automation and demand reduction. You'll also collaborate closely with L2/L3 teams to ensure seamless issue escalation and resolution.
This role includes supporting Business Relationship Management (BRM) activities, such as:
Hosting bi-weekly virtual "Tech Bar" sessions to resolve L1 issues
Creating engaging "Tech Tuesday" newsletters with tips, tricks, and productivity boosters
We're looking for someone with a passion for IT support, excellent communication skills, and a genuine commitment to service excellence.
Key Responsibilities
Provide first-line technical support (software, hardware, applications) via ServiceNow and phone
Manage and resolve tickets or escalate as necessary
Troubleshoot common enterprise systems, including EUC, M365, networking, and video conferencing tools
Administer user accounts (Active Directory) and permissions
Keep users informed throughout the support process
Identify and report recurring issues to management
Contribute to and maintain internal Knowledge Base articles
Stay up to date with internal IT news, tools, and processes
Assist with BRM initiatives and other IT-related duties as needed
Essential Skills & Experience
Prior experience in IT support or a similar technical role
Strong knowledge of Windows 10/11, M365, Microsoft Azure, and hybrid environments
Experience with ServiceNow or similar ITSM platforms
Familiarity with Active Directory, SCCM, InTune, and video conferencing tools (e.g., Teams, Zoom)
Understanding of basic networking (IP, DNS, WiFi troubleshooting)
Strong troubleshooting and problem-solving skills
Excellent verbal and written communication skills in English
Ability to translate technical concepts for non-technical users
Customer-first mindset with a positive, can-do attitude
Ability to work independently and as part of a team
Awareness of cyber security best practices
Desirable Skills
Experience with low-code/no-code platforms (e.g., Microsoft Power Platform)
Knowledge of automation and scripting tools
Additional Information
Must be willing to obtain baseline security clearance
Occasional engagement with global teams and diverse cultures