Service Desk Operator

Akkodis; Watford; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Akkodis is seeking a Service Desk Operator to join our UK national program, based in Stevenage on a hybrid model. You will be the first point of contact for IT users, perform initial troubleshooting, log incidents in ServiceNow, and escalate to 2nd line when needed.

Required: 1st line IT support experience, ServiceNow or ITSM familiarity, and strong communication. ITIL is desirable; a IT-related degree is preferred.

Qualifications

• 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.
• Strong problem-solving skills and the ability to document technical information clearly.
• Excellent communication skills and the ability to provide user-friendly guidance.
• ITIL certification is desirable.
• Bachelor’s degree in Information Technology or relevant field.

Responsibilities

• 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.

Skills

ServiceNow

ITIL knowledge

Communication

Problem solving

Customer focus

Education

Bachelor's degree in Information Technology or relevant field

Tools

ServiceNow

Microsoft 365

Job description

Region/ country - United Kingdom

Job title - Service Desk Operator

Reporting to - IT Service Desk Manager

Location - Stevenage Hybrid

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).