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Our client is looking to recruit a dynamic, passionate and proactive customer-focused L1.5 Service Desk Support Technician to join their ServiceNow team at their brand new, state of the art office in Theale, UK, situated close to Reading.
Theale – Onsite
6 Month Contract
Inside IR35
BPSS
Key Responsibilities and Skills
* Provide first-level IT technical support and problem resolution 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
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 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 m multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role)
* Problem-solving and troubleshooting abilities
* A professional "can-do" attitude and a positive, enthusiastic approach
* Ability to work independently and as part of a team
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