We have an excellent opportunity for an IT Service Desk Support Technician based in Warrington.
We are seeking a dynamic, passionate and proactive customer-focused individual to join the existing ServiceNow team.
The successful Candidate would provide essential L1 technical assistance and support to the workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures.
Make regular 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.
Willing to obtain relevant baseline security clearance.
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)
Strong knowledge and hands-on experience of Enterprise Hyrbid 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)
A professional 'can-do' attitude and a positive, enthusiastic approach
Ability to work independently and as part of a team
Desirable Skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform)