Be the first point of contact in IT support – solving problems and keeping users connected across the globe.
Our Client has a requirement for a Service Desk Analyst / 1st Line Support, who will be required to work on a short term contract basis until January 2026, full time on site in Reading.
Role Purpose:
* Provide essential first-line IT support to global end-users via ServiceNow.
* Ensure efficient incident and request resolution, escalating where needed.
* Support proactive engagement activities (Tech Bar sessions, Tech Tuesday newsletters).
* Contribute to improving end-user experience and reducing recurring demand.
Job Role Responsibilities:
1. Manage lifecycle of ServiceNow tickets – log, resolve, escalate.
2. Administer user accounts in Active Directory (group memberships, permissions).
3. Troubleshoot Windows 10/11, Microsoft 365, Azure, applications, printing, networking, and telephony.
4. Support video conferencing systems (Teams, Zoom, meeting room facilities).
5. Collaborate with L2/L3 colleagues for seamless handover.
6. Maintain clear communication with users throughout the resolution process.
7. Identify and report recurring issues and contribute to Knowledge Base articles.
8. Perform additional IT-related duties as required by management.