IT Service Desk Support Technician (Level1.5) - fixed term

We'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40+ countries, working with us offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities. People are our greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations. Work-life balance and flexibility is a key focus area for us. We're happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.

About the opportunity: We are seeking a dynamic, passionate and proactive customer-focused L1.5 Service Desk Support Technician to join our ServiceNow team at our brand new, state of the art office in Theale, UK, situated close to Reading. Providing essential ServiceNow L1.5 technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures. This is a traditional Level 1 (L1) role, with some additional duties, including onsite support to end users, support for the Business Relationship Manager (BRM), participation in Tech Bars and - by exception only - limited travel to UK sites, e.g. in the event of local hands & eyes being required at an alternative site. It will be fast-paced, requiring great attention to detail, a passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Collaborates with the Business Relationship Manager (BRM) for proactive business engagement activities:

• Includes regular participation in 'Tech Bars' (both physical and virtual)
• Contribution to regular communications to the business, to provide proactive advice, tips & tricks to bolster end-user productivity ('Did You Know' articles and videos)
• Makes regular proactive recommendations regarding eradication and automation of incoming demand, to reduce overall net incoming demand and improve the end user experience (and reduce end user disruption).
• Collaborate with 2nd and 3rd line support colleagues, and external vendors, to ensure seamless end user experience.
• Business travel is by exception only, travel to sites within UK, to assist other technical colleagues. All business-related travel and expenses will be covered in line with our corporate policies.

Key Responsibilities and Skills:

• Provide first-level IT technical support and problem resolution to all end-users with software, hardware and application problems via the ServiceNow ticketing system.
• Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Maintain communications with customers throughout the problem resolution process.
• Administer user accounts via Active Directory, group membership and rights assignment based on established procedures.
• Technical Troubleshooting - End User Compute (EUC), Networking, Applications (including common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony.
• Report any pattern or trends to management for proactive problem management.
• Refer to internal IT news, knowledge articles, and general industry updates to stay up to date with recent changes or new implementations.
• Share observations with team and update knowledge base articles.
• Willing to perform other reasonable IT related duties if required as requested by management.

Requirements:

• Experience in an IT support or a similar technical role, with a strong background in system, network, and application support.
• Experience with ServiceNow or similar IT ticketing systems.
• Ability to explain technical concepts to non-technical users.
• Follow Security procedures and keep a vigilant eye for Cyber Security issues.
• Excellent knowledge of service desk processes and functions in support of end-user computing needs.
• Strong knowledge of troubleshooting Windows Desktop (10 & 11).
• Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure.
• Strong knowledge of current Microsoft 365 (including Office 365) desktop operating system and application software - certification preferred but not essential (MS-100/101/102).
• Demonstrated knowledge of personal computer hardware configuration and setup.
• Understanding of basic Networking and troubleshooting.
• Basic understanding of IP addresses, DNS and what makes up an IT network.
• Diagnosing internet connection issues, WiFi issues.
• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory).
• Cloud Platform experience, including 3rd party SaaS.
• Experience with Video Conferencing and telephony systems.
• First-class customer service and communication skills; will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role).

Our Culture: Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity.

We partner with VERCIDA to help us attract and retain diverse talent. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.