Overview
Location: Theale, Reading RG7 4SA
Contract Type: Initial 6-month contract
Working Hours: Monday to Friday, 40 hours/week (No on-call)
Hybrid Working: 3 days in-office, 2 days remote
About the Role
We’re on the lookout for a dynamic, customer-focused Level 1 IT Service Desk Technician to join our clients ServiceNow team. Based in Theale, Reading, this hybrid role offers the chance to work in a fast-paced, global environment supporting end users across the world.
You’ll be the first point of contact for technical issues, providing essential support via ServiceNow, and collaborating with L2 and L3 teams to ensure a seamless end-user experience. This is a traditional L1 role with a twist—supporting proactive business engagement initiatives alongside our Business Relationship Manager.
Key Responsibilities
* Deliver first-level technical support across hardware, software, applications, and networking
* Manage lifecycle of ServiceNow tickets, ensuring timely resolution or escalation
* Administer user accounts via Active Directory and manage group memberships
* Troubleshoot issues related to EUC, M365, networking, printing, telephony, and video conferencing
* Participate in bi-weekly virtual “Tech Bar” sessions and contribute to “Tech Tuesday” newsletters
* Identify trends and recommend automation opportunities to reduce incoming demand
* Maintain clear communication with users throughout issue resolution
* Keep knowledge base articles up to date and share insights with the team
Essential Skills & Experience
* Previous experience in IT support or technical service desk role
* Proficiency with ServiceNow or similar ticketing systems
* Strong troubleshooting skills across Windows 10/11, M365, Azure, and hybrid environments
* Familiarity with Active Directory, SCCM, InTune, and basic networking concepts (IP, DNS, WiFi)
* Excellent communication skills with a customer-first mindset
* Ability to explain technical concepts to non-technical users
* Awareness of cybersecurity protocols and best practices
* Fluent English (written and verbal) required
Desirable Skills
* Experience with automation, scripting, or low-code/no-code platforms (e.g. MS PowerPlatform)
* Exposure to cloud platforms and SaaS environments
* Video conferencing and telephony systems support
Additional Info
* Reports directly to the Service Desk Manager
* Must be willing to obtain baseline security clearance
* Collaborative, proactive, and enthusiastic work culture
Ready to Apply? If you’re passionate about IT support and thrive in a global, customer-centric environment, we’d love to hear from you. Apply now and be part of a team that’s shaping the future of end-user experience.
About NRL
The NRL Group connects global companies with the right people to bring engineering projects to life. Supporting contracting companies with energy transition plans and working with our clients to create a cleaner, greener future.
We welcome applications from every walk of life and are committed to diversity within the industries we support, as a certified Inclusive Recruiter and Armed Forces friendly employer. You can ensure you stay safe when job searching online by visiting the JobsAware website.
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