Digital Help Desk Analyst (Level 1)

KBR, Inc; Warrington; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

KBR is seeking a Digital Help Desk Analyst (Level 1) to join the PPP Digital Operations Team. You will be the first point of contact for users needing support with digital systems and services, recording issues, triaging, and escalating where required.

The role requires experience with Windows 10/11, Microsoft 365 tools, and ITIL practices, with a focus on speed, accuracy and customer communication. Hybrid work pattern and on-site presence at Cumbria / Warrington securely support major projects.

Qualifications

• Experience in configuring and supporting Windows 10/11 and Microsoft 365 end-user tools.
• Experience using ServiceNow for incident logging and ticket routing.
• ITIL Foundation certification or equivalent knowledge of ITIL practices.

Responsibilities

• Provide first line support for digital systems via telephone, email and chat.
• Record user issues, triage with scripts and escalate when needed.
• Update users on progress and manage queues to meet SLA targets.
• Collaborate with PPP Digital team and schedule specialists for complex problems.

Skills

Windows 10/11 support

Microsoft 365 end user tools

ITIL Foundation

ServiceNow

Troubleshooting & incident management

Communication & collaborative skills

Education

ITIL Foundation qualification

Tools

ServiceNow

Microsoft 365

Azure Portal

Intune

Job description

KBR is seeking a Digital Help Desk Analyst (Level 1) to join the PPP Digital Operations Team. You will be the first point of contact for users needing support with digital systems and services, recording issues, triaging, and escalating where required.

The role requires experience with Windows 10/11, Microsoft 365 tools, and ITIL practices, with a focus on speed, accuracy and customer communication. Hybrid work pattern and on-site presence at Cumbria / Warrington securely support major projects.