Service Desk Operator

Akkodis; Stevenage; Presencial; GBP 21.000 - 30.000; Jornada completa

Descripción de la vacante

Akkodis is seeking a proactive 1st Line IT Service Desk Operator in the UK to provide essential IT support and maintain a high level of service. You will handle user queries, perform basic troubleshooting, and log incidents in ServiceNow as part of a data-driven, scalable support ecosystem.

The role requires strong communication, problem-solving abilities, and a customer-focused mindset to ensure quick resolutions and smooth daily operations for a fast-paced organisation.

Formación

• 1st line IT support experience is essential.
• Experience using ServiceNow or similar ITSM tools.
• Basic understanding of SaaS applications and user account management.
• ITIL certification is desirable but not required.
• Microsoft 365 fundamentals knowledge is beneficial.

Responsabilidades

• Act as the first point of contact for system users via phone, email and tickets.
• Provide initial troubleshooting and resolution for common IT issues.
• Log, categorize, and prioritize incidents in ServiceNow.
• Escalate complex issues to 2nd line support when needed.
• Keep users informed on incident status and resolution times.
• Collaborate with wider IT teams to improve performance and user satisfaction.
• Contribute to knowledge base articles and self-service improvements.

Conocimientos

Communication

Problem solving

Customer focus

Attention to detail

Documentation

Teamwork

Active listening

Educación

Bachelor's degree in Information Technology or related field

Herramientas

ServiceNow

Microsoft 365

Descripción del empleo

Akkodis is a global leader in engineering, technology, and R&D, harnessing the power of connected data to drive digital transformation and innovation for a smarter, more sustainable future. As part of the Adecco Group, Akkodis combines the expertise of AKKA and Modis, with over 50,000 engineers and digital specialists across 30 countries in North America, EMEA, and APAC. Our teams bring extensive cross-sector knowledge in critical technology areas such as mobility, software services, robotics, simulations, cybersecurity, AI, and data analytics, enabling clients to tackle complex challenges in today’s rapidly evolving markets.

With a comprehensive solution portfolio across four service lines—Consulting, Solutions, Talents, and Academy—Akkodis supports clients from concept through to full-scale deployment and optimisation. Our diverse offerings help organisations rethink product development, accelerate productivity, reduce time-to-market, and prepare for the future. At Akkodis, you’ll join a dynamic environment that values continuous learning and global collaboration, where you can make a meaningful impact through innovative projects that shape the future of technology.

Akkodis is launching a new technical delivery team to drive a UK national program in collaboration with key partners, designed to transform and future-proof the central government’s workforce. By leveraging cutting-edge technology, strategic partnerships, and a comprehensive SaaS-based platform, this program will create an advanced, candidate-centric experience tailored to meet tomorrow’s public sector skill demands.

This high-impact initiative offers a unique opportunity to join a team dedicated to building a scalable, data-driven recruitment ecosystem. Through redesigning, building, and rolling out a sophisticated Big Data system, our diverse roles span across architecture, project management, data analytics, development, and technical support, giving you the chance to shape a dynamic, next-gen digital infrastructure.

As a 1st Line IT Service Desk Operator, you will be responsible for providing essential IT support, ensuring effective communication with users, and maintaining an organised and efficient service desk operation. Your key duties include incident management, problem-solving, and escalation where necessary, to maintain a high level of service and user satisfaction.

• 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.
• 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.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Strong problem-solving skills with the ability to troubleshoot common IT issues.
• Excellent communication skills and the ability to provide clear, user-friendly guidance.
• Strong attention to detail and ability to document technical information accurately.
• Bachelor’s degree within Information Technology or relevant field.
• ITIL certification is desirable.
• Microsoft 365 fundamentals (understanding of Microsoft cloud solutions).