Jobs at Servicenow in United Kingdom

Our client, a leader in innovative technology services, is seeking a highly capable IT Service Desk Analyst to strengthen their support team during overnight operations. This individual will play a key role as the first point of contact for users, providing exceptional service and ensuring technical issues are resolved promptly and professionally.

• Shift Hours: Monday to Friday, 9:00 PM - 6:00 AM GMT/BST
• Location: Remote (with onboarding completed on-site)
• Requirement: Candidates must be based in Northern Ireland

• Work within an energetic, forward-thinking company that values technology innovation and customer satisfaction.
• Get hands-on exposure to some of the latest tools in cloud computing, IT security, and remote support.
• Be part of a supportive culture that prioritises professional growth and continuous learning.
• Benefit from a competitive salary and an attractive range of benefits.

• Service Management: Take ownership of service requests, including user onboarding/offboarding, device setup, and access control processes, ensuring requests are handled accurately and promptly.
• Client Interaction: Provide clear and professional communication with users via phone, email, and ticketing systems, ensuring every interaction meets a high standard of service.
• Problem Escalation: Quickly identify issues that require escalation and ensure they are passed to the appropriate technical teams with the necessary detail.
• Resolution Ownership: Maintain responsibility for support cases until full resolution, keeping users updated throughout.
• Efficiency Focus: Meet or exceed SLA expectations for ticket closure rates while maintaining a keen eye for accuracy and detail.
• Automation Support: Identify opportunities for automation and efficiency improvements within the support function.
• Knowledge Sharing: Contribute to internal documentation to ensure the team's knowledge base remains up-to-date and effective.
• Phone & Remote Support: Deliver direct remote support and phone assistance where necessary, ensuring fast and effective incident resolution.

• Customer Service Mindset: A strong passion for supporting users and enhancing their IT experience.
• Technical Expertise:
  • 2+ years' experience in an IT support or service desk environment.
  • Solid troubleshooting skills in Microsoft Windows, macOS, M365/O365, VPNs, mobile device platforms, and Microsoft Entra ID.
  • Familiarity with networking basics such as DNS, DHCP, Group Policies, and Microsoft Intune.
• Tool Proficiency: Previous use of ITSM tools (e.g., ServiceNow) and remote desktop software.
• Strong Communication: Ability to communicate technical information clearly and concisely to a non-technical audience.
• Adaptability: Resilient under pressure with excellent organizational and multitasking skills.
• Team Collaboration: A proactive and cooperative attitude, with a commitment to continuous improvement.
• Flexibility: Willingness to attend the onboarding period in-office and occasionally thereafter as the team evolves.