Department overview: IT is a critical business enabler at Aston Martin, supporting core platforms such as ERP, CRM and PLM, alongside modern digital services. The Service Desk is central to day-to-day operations, restoring service quickly and consistently through strong customer support, disciplined processes and accurate ticketing. We continue to invest in up-to-date applications and technology, including ServiceNow, automation and AI-enabled support, to improve user experience and drive continuous improvement. Job Purpose: Provide first-line technical support to colleagues across the business, restoring service quickly and professionally via in-person support, ServiceNow, and email. As the entry level Service Desk Analyst role, we will require proven support experience you can build on—bringing diligent troubleshooting, accurate ticket updates and a strong service mindset. You will work within ITIL-aligned processes and use up-to-date tools, automation, and knowledge to improve First Contact Resolution and the user experience. With coaching and exposure to wider IT operations, you will develop your technical capability and professionalism, building towards more senior service desk and IT operations responsibilities. Key Duties and Responsibilities: Deliver a professional, user-focused support experience across walk-ups, email and ServiceNow, prioritising work appropriately and communicating clearly. Log, categorise and manage incidents and requests in ServiceNow with disciplined ticket hygiene (clear symptoms, actions taken, outcomes, correct categorisation). Diagnose and resolve end-user computing incidents whilst meeting agreed SLAs and contributing to improved First Contact Resolution (FCR). Fulfil service requests within SLAs, including standard software installations, hardware setup/refresh, password resets and access provisioning in line with policy. Escalate effectively to Tier 2/3 with a clear diagnostic summary, evidence and user impact, and actively own tickets through to resolution and closure. Raise problem records when recurring issues are identified; support investigation by providing accurate timelines, logs and user impact. Create and maintain knowledge articles in line with agreed standards to reduce repeat contacts and enable self-service and automation. Use up-to-date tools (including automation and AI-enabled support) to streamline common tasks, and propose improvements to scripts, workflows and the knowledge base. Maintain an organised IT stock area and follow asset handling processes, ensuring equipment is stored, labelled and issued correctly where applicable. Coordinate third-party support where required, ensuring the right information is provided and progress is tracked to completion. Provide operational support to Tier 2/3 and the wider IT function, including: Microsoft 365 and other application deployments and licensing activities. Mobile device enrolment and support (MDM). Endpoint monitoring, remediation and basic health checks. Printer, label printer and scanning device setup and issue resolution. Support service improvement activities and occasional project tasks, as required, within the scope and grading of the role Qualification & Experience: Previous experience in an IT support role. Knowledge of AML’s hardware and software tools. Strong understanding of ITSM tooling, preferably Service Now. Preferred experience: Experience in a busy service desk or customer-facing IT support team; exposure to ITIL ways of working is desirable. Working knowledge of incident and request management (logging, triage, prioritisation, escalation and closure) in an ITSM tool, ideally ServiceNow. Experience collaborating with 2nd/3rd line support teams and third-party suppliers, providing clear diagnostics and evidence. Exposure to ServiceNow (or a similar ITSM platform) including queues, assignment groups, knowledge articles and basic reporting. Familiarity with supporting Windows devices and Microsoft 365 applications in an enterprise environment (accounts, email, Teams, OneDrive). Interest in service improvement, automation and AI-enabled support tools, with evidence of learning and applying new technology Behaviours: User Support Troubleshoots professionally at first line, sets expectations, and confirms resolution before closing. Uses knowledge articles/standard fixes to improve First Contact Resolution and user experience. Incident & Request Management (ITSM) Maintains disciplined ticket hygiene in ServiceNow (or equivalent): correct priority/category, clear actions and outcomes. Works to SLAs and escalates with a clear diagnostic summary, evidence, and user impact. Service Delivery & Quality Reliable and diligent: follows the process, pays attention to detail, and owns work through to closure. Understands basic service measures (e.g., SLA and FCR) and uses feedback to improve. Communication & Knowledge Sharing Clear communication with technical and non-technical users; produces concise written updates and handovers. Documents repeatable fixes and contributes to knowledge, self-service and automation. Learning Mindset & Continuous Improvement (Stretch) Learns quickly, adopts new tools (including automation/AI-enabled support), and takes ownership of personal development. Suggests practical improvements (templates, workflows, scripts) that reduce repeat incidents, within role scope. Grade: 7 Hiring Manager: Arron Pearson Please Note: Applications from employees currently at risk of redundancy will be given priority in line with our redeployment policy Belong at Aston Martin We understand that the incredible beauty, craft and art that defines an Aston Martin comes from the inclusion of our amazing people. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us. The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda ltd