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. IT Support Technician 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