Service Desk Analyst/1st Line Support

First Technical Recruitment; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A specialist recruitment agency is seeking a Service Desk Analyst / 1st Line Support to provide essential IT support to global users. This full-time position in Reading requires expertise in Windows 10/11, Microsoft 365, and Azure, along with strong customer service skills. Candidates must be Sole British Nationals and possess experience in service desk environments. This role involves managing tickets, troubleshooting, and ensuring effective communication with users.

Qualifications

• Candidates must be Sole British Nationals.
• Experience in an IT support or service desk environment.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with ServiceNow or similar systems.
• Active Directory administration skills required.
• Excellent communication and customer service skills.

Responsibilities

• Provide first-line IT support via ServiceNow.
• Manage lifecycle of ServiceNow tickets.
• Administer user accounts in Active Directory.
• Troubleshoot Windows 10/11 and Microsoft 365.
• Support video conferencing systems.

Skills

IT support

Windows 10/11

Microsoft 365

Azure

Active Directory administration

Networking knowledge

ServiceNow

Customer service

Problem-solving

Tools

ServiceNow

SCCM

Intune

Job description

Be the first point of contact in IT support – solving problems and keeping users connected across the globe.

Our Client has a requirement for a Service Desk Analyst / 1st Line Support, who will be required to work on a short term contract basis until January 2026, full time on site in Reading.

Role Purpose:

• Provide essential first-line IT support to global end-users via ServiceNow.
• Ensure efficient incident and request resolution, escalating where needed.
• Support proactive engagement activities (Tech Bar sessions, Tech Tuesday newsletters).
• Contribute to improving end-user experience and reducing recurring demand.

Job Role Responsibilities:

• Manage lifecycle of ServiceNow tickets – log, resolve, escalate.
• Administer user accounts in Active Directory (group memberships, permissions).
• Troubleshoot Windows 10/11, Microsoft 365, Azure, applications, printing, networking, and telephony.
• Support video conferencing systems (Teams, Zoom, meeting room facilities).
• Collaborate with L2/L3 colleagues for seamless handover.
• Maintain clear communication with users throughout the resolution process.
• Identify and report recurring issues and contribute to Knowledge Base articles.
• Perform additional IT-related duties as required by management.

Experience / Skills / Knowledge / Qualifications:

• Due to the nature of the work, candidates must be Sole British National
• Experience in IT support or service desk environment.
• Strong knowledge of Windows 10/11, Microsoft 365, and Azure.
• Familiarity with ServiceNow or similar ticketing systems.
• Active Directory administration skills.
• Basic networking knowledge (IP, DNS, WiFi troubleshooting).
• Experience with EUC environments, SCCM, Intune.
• Excellent communication and customer service skills.
• Professional, proactive, and problem-solving approach.
• Desirable: Microsoft certifications (MS-100/101/102), automation/scripting skills, Power Platform exposure.

Company Information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for a Service Desk Analyst / 1st Line Support looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.