IT Service Desk Technician

Matchtech Group Plc; Warrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology services company is seeking a proactive Level 1 Service Desk Support Technician in Warrington. You will provide first-line technical support to a global workforce using the ServiceNow ticketing system, ensuring outstanding customer experience and collaboration with L2/L3 teams. Strong understanding of Windows, Azure, and excellent communication skills are essential. Join us to enhance service efficiency and contribute to an engaging IT support environment.

Qualifications

• Prior experience in IT support or a similar technical role.
• Strong knowledge of Windows 10/11 and M365.
• Ability to translate technical concepts for non-technical users.

Responsibilities

• Provide first-line technical support via ServiceNow.
• Manage and resolve tickets or escalate as necessary.
• Keep users informed throughout the support process.

Skills

IT support experience

Windows 10/11 knowledge

Microsoft Azure understanding

ServiceNow experience

Troubleshooting skills

Excellent communication skills

Customer-first mindset

Tools

ServiceNow

Active Directory

SCCM

Microsoft Teams

Zoom

Job description

Role Overview

We're looking for a proactive and customer-focused Level 1 Service Desk Support Technician to join our ServiceNow team in Warrington. You'll provide first-line technical support to our global workforce, ensuring timely issue resolution and an exceptional end-user experience.

Working via the ServiceNow ticketing system, you'll follow established IT processes and contribute ideas to improve service efficiency through automation and demand reduction. You'll also collaborate closely with L2/L3 teams to ensure seamless issue escalation and resolution.

This role includes supporting Business Relationship Management (BRM) activities, such as:

• Hosting bi-weekly virtual "Tech Bar" sessions to resolve L1 issues
• Creating engaging "Tech Tuesday" newsletters with tips, tricks, and productivity boosters

Key Responsibilities

• Provide first-line technical support (software, hardware, applications) via ServiceNow and phone
• Manage and resolve tickets or escalate as necessary
• Troubleshoot common enterprise systems, including EUC, M365, networking, and video conferencing tools
• Administer user accounts (Active Directory) and permissions
• Keep users informed throughout the support process
• Identify and report recurring issues to management
• Contribute to and maintain internal Knowledge Base articles
• Stay up to date with internal IT news, tools, and processes
• Assist with BRM initiatives and other IT-related duties as needed

Essential Skills & Experience

• Prior experience in IT support or a similar technical role
• Strong knowledge of Windows 10/11, M365, Microsoft Azure, and hybrid environments
• Experience with ServiceNow or similar ITSM platforms
• Familiarity with Active Directory, SCCM, InTune, and video conferencing tools (e.g., Teams, Zoom)
• Understanding of basic networking (IP, DNS, WiFi troubleshooting)
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills in English
• Ability to translate technical concepts for non-technical users
• Customer-first mindset with a positive, can-do attitude
• Ability to work independently and as part of a team
• Awareness of cyber security best practices

Desirable Skills

• Experience with low-code/no-code platforms (e.g., Microsoft Power Platform)
• Knowledge of automation and scripting tools

Additional Information

• Must be willing to obtain baseline security clearance
• Occasional engagement with global teams and diverse cultures