Service Desk Analyst

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

Job summary

A leading technology staffing firm in the UK is seeking a proactive Service Desk Analyst to provide first-line IT support. You'll assist global users with issues related to hardware, software, and applications, utilizing ServiceNow. Strong communication skills and a passion for IT support are essential. Join a dynamic team to help enhance user engagement and maintain IT excellence.

Qualifications

• Experience in a similar IT support or technical role.
• Strong knowledge of Windows OS and Microsoft 365.
• Excellent communication and customer service skills.
• Fluent in written and spoken English.

Responsibilities

• Provide first-line IT support for hardware and software.
• Manage tickets from creation to resolution or escalation.
• Troubleshoot networking issues and conference tools.
• Support user account management in Active Directory.

Skills

IT support experience

Communication skills

Customer service skills

Knowledge of Windows OS

Familiarity with ServiceNow

Tools

ServiceNow

Active Directory

Microsoft 365

SCCM

Intune

Job description

Overview

We're looking for a proactive and customer-focused Service Desk Analyst to join our ServiceNow team. You'll be the first point of contact for technical support, helping global end users resolve issues via our ServiceNow ticketing system and following IT policies and procedures.

In addition to typical 1st line support duties, you'll assist with business engagement activities, such as running virtual "Tech Bar" sessions and creating user-friendly content like the "Tech Tuesday" tips newsletter.

This role requires strong communication skills, attention to detail, and a genuine passion for IT support and service excellence.

Key Responsibilities

• Provide first-line IT support for hardware, software, and applications (Windows 10/11, M365, etc.)
• Manage tickets from creation to resolution or escalation
• Troubleshoot issues related to EUC, networking, printing, telephony, and conferencing tools (Teams, Zoom)
• Support user account management in Active Directory
• Participate in initiatives to reduce ticket volume through automation and knowledge sharing
• Support the BRM with communication and user engagement initiatives
• Help maintain and improve internal knowledge articles
• Follow security procedures and contribute to a secure IT environment

Requirements

Essential Skills & Experience:

• Experience in a similar IT support or technical role
• Familiarity with ServiceNow or similar ticketing tools
• Strong knowledge of Windows OS, Microsoft 365, and hybrid environments (on-prem/Azure)
• Good understanding of networking basics (IP, DNS, WiFi, etc.)
• Experience with Active Directory, SCCM, Intune, and EUC management
• Excellent communication and customer service skills
• Able to explain technical issues to non-technical users
• Fluent in written and spoken English

Desirable:

• Exposure to automation, scripting, or low-code tools (e.g. Power Platform)
• Experience with cloud/SaaS platforms and video conferencing systems

Other:

• Must be willing to undergo baseline security clearance
• Positive attitude, team player, and problem-solver