Hybrid 1st Line IT Service Desk Operator

Akkodis; Watford; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Akkodis is seeking a Service Desk Operator to join our UK national program, based in Stevenage on a hybrid model. You will be the first point of contact for IT users, perform initial troubleshooting, log incidents in ServiceNow, and escalate to 2nd line when needed.

Required: 1st line IT support experience, ServiceNow or ITSM familiarity, and strong communication. ITIL is desirable; a IT-related degree is preferred.

Qualifications

• Previous experience in a 1st line IT support or service desk role.
• Experience using ServiceNow or a similar ITSM tool for incident and request management.
• Basic understanding of SaaS applications, system access, and user account management.
• Strong problem-solving skills and the ability to document technical information clearly.
• Excellent communication skills and the ability to provide user-friendly guidance.
• ITIL certification is desirable.
• Bachelor’s degree in Information Technology or relevant field.

Responsibilities

• Act as the first point of contact for system users, handling IT-related queries via phone, email, and ticketing systems.
• Provide initial troubleshooting and resolution for common issues related to system access, functionality, and performance.
• Log, categorise, and prioritise incidents and service requests in ServiceNow, ensuring timely resolution.
• Escalate complex or unresolved issues to 2nd line support or relevant teams.
• Keep users informed on the status of their queries and expected resolution times.
• Collaborate with wider IT teams to improve system performance and user satisfaction.
• Maintain accurate records of incidents, troubleshooting steps, and resolutions in ServiceNow.
• Contribute to knowledge base articles and user guides to improve self-service capabilities.
• Identify recurring issues and suggest improvements to prevent future incidents.

Skills

ServiceNow

ITIL knowledge

Communication

Problem solving

Customer focus

Education

Bachelor's degree in Information Technology or relevant field

Tools

ServiceNow

Microsoft 365

Job description

Akkodis is seeking a Service Desk Operator to join our UK national program, based in Stevenage on a hybrid model. You will be the first point of contact for IT users, perform initial troubleshooting, log incidents in ServiceNow, and escalate to 2nd line when needed.

Required: 1st line IT support experience, ServiceNow or ITSM familiarity, and strong communication. ITIL is desirable; a IT-related degree is preferred.