Service Desk Analyst

Morson Talent; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading recruitment firm in the UK is seeking a passionate Service Desk Analyst to provide 1st line support. The role involves using ServiceNow for ticket management and delivering excellent customer service. Ideal candidates will have a strong technical background, experience with IT support, and excellent communication skills in English. This full-time position offers an opportunity for dynamic work in a collaborative environment.

Qualifications

• Experience in IT support or a similar technical role.
• Experience with ServiceNow or similar IT ticketing systems.
• Strong knowledge of troubleshooting Windows Desktop (10 & 11).
• Excellent customer service skills.

Responsibilities

• Provide first-level IT technical support and problem resolution.
• Lifecycle ticket management via the ServiceNow ticketing system.
• Maintain communications with customers throughout the resolution process.
• Technical troubleshooting in various areas including EUC and Networking.

Skills

ServiceNow

Technical Troubleshooting

Communication Skills

Customer Service

Windows Desktop Support

Networking

Tools

Active Directory

Microsoft 365

SCCM

Job description

Overview

We have new opportunities for Service Desk Analysts based with our Client in Theale, Reading. These roles are initially until end January 2026, with the possibility of extending. We are looking for a dynamic, passionate and proactive Service Desk Analyst/1st Line support to join our ServiceNow team. Providing essential ServiceNow L1 technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures. Makes regular proactive recommendations regarding eradication and automation of incoming demand, to reduce overall net incoming demand and improve the end user experience (and reduce end user disruption). Collaborate with L2 and L3 colleagues to ensure seamless end user experience. This is a traditional L1 role, with some additional IT related duties, which include supporting the Business Relationship Manager (BRM), for proactive business engagement activities.

Participating in the bi-weekly virtual "Tech Bar" sessions to resolve L1 type ticket queries.

Drafting "Tech Tuesday" newsletters, includes "tips & tricks" to bolster end-user productivity (\'Did You Know\' articles and videos), other BRM initiatives.

Requires great attention to detail, a real passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Full-time, working Monday to Friday, 40 hours per week.

Willing to obtain relevant baseline security clearance (for this, British Citizenship and a British Passport is required)

Reports directly to the Service Desk Manager.

Key Skills and Responsibilities

• Provide first-level IT technical support and problem resolution online and over telephony 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
• Administer user accounts via Active Directory, group membership and rights assignment based on established procedures
• Technical Troubleshooting
• End User Compute (EUC), Networking, Applications (incl. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)
• Report any pattern or trends to management for proactive problem management
• Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations
• Share observations with team and update Knowledge Base articles
• Willing to perform other reasonable IT related duties if required as requested by management

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) and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure
• Strong knowledge of current Microsoft 365 (incl. 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 multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role)

Desirable Skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform)