At a Glance
- Tasks: Provide first-level IT support and resolve technical issues for users globally.
- Company: Join Amentum, a company that values safety, integrity, and respect.
- Benefits: Full-time role with a supportive culture and opportunities for growth.
- Other info: Embrace a collaborative workplace that prioritises mental wellbeing and diversity.
- Why this job: Kickstart your IT career while making a real difference in user experience.
- Qualifications: Experience in IT support and customer-focused environments is preferred.
The predicted salary is between 24000 - 36000 £ per year.
Join to apply for the 1st Line Service Desk Analyst role at Amentum
Role Overview
We are seeking a dynamic, passionate and proactive customer-focused 1st Line Service Desk Analyst to join our ServiceNow team at our office in Theale, UK, for a period of 4 months. Providing essential ServiceNow L1 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. 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 L2 and L3 colleagues to ensure seamless end user experience. This is a traditional L1 role, with some additional IT related duties, which include supporting the Business Relationship Manager (BRM), for proactive business engagement activities. Participating in the bi-weekly virtual “Tech Bar” sessions to resolve L1 type ticket queries. Drafting “Tech Tuesday” newsletters, includes “tips & tricks” to bolster end-user productivity (‘Did You Know’ articles and videos), other BRM initiatives. This will be a full-time, office based position, working Monday to Friday, 40 hours per week.
Key Responsibilities
- Provide first-level IT technical support and problem resolution online and over telephony 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
- Administer user accounts via Active Directory, group membership and rights assignment based on established procedures
- Technical Troubleshooting
- End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)
- 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
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
- Experience in customer-focused environments, providing high-quality technical support
- 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 (incl. Office 365) desktop operating system and application software (adds, removes, password resets) – 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
Our culture
Our values are built on a strong foundation of safety, integrity, and respect for every individual. People are at the heart of our mission, and we believe in supporting one another through a culture of care and collaboration. We strive to create a workplace where everyone feels they belong and can thrive. Supporting mental wellbeing and fostering a sense of connection are essential to how we work. When we embrace different perspectives and work together, we become more innovative, more agile, and more successful. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact Maciej Siembiga. Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy, age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Defense and Space Manufacturing
Referrals increase your chances of interviewing at Amentum by 2x
1st Line Service Desk Analyst in Reading employer: Amentum
Amentum is an exceptional employer that prioritises a culture of care and collaboration, ensuring every employee feels valued and supported. Located in Theale, UK, our office fosters a dynamic work environment where you can grow your skills in IT support while contributing to meaningful projects that enhance the end-user experience globally. With a strong commitment to mental wellbeing and diversity, we offer a workplace where innovation thrives and career development opportunities abound.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Analyst in Reading
✨Tip Number 1
Network like a pro! Reach out to current employees at Amentum on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the 1st Line Service Desk Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on common technical questions related to IT support. We recommend practising your responses to scenarios you might face in the role, especially around troubleshooting and customer service.
✨Tip Number 3
Show off your passion for tech! During interviews, share examples of how you've gone above and beyond in previous roles, especially in customer-focused environments. This will highlight your proactive approach, which is key for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Amentum team.
We think you need these skills to ace 1st Line Service Desk Analyst in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line Service Desk Analyst role. Highlight your relevant experience in IT support, especially with ServiceNow or similar ticketing systems. We want to see how your skills match what we're looking for!
Show Off Your Customer Focus:Since this role is all about providing top-notch customer support, don’t forget to showcase your experience in customer-focused environments. Share examples of how you've resolved issues and improved user experiences in the past.
Be Clear and Concise:When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially in a tech role like this!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Don’t miss out!
How to prepare for a job interview at Amentum
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around ServiceNow and common enterprise applications like Microsoft 365. Be ready to discuss troubleshooting methods for Windows Desktop and networking issues, as these are key areas for the role.
✨Showcase Your Customer Focus
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for customers. Prepare to share specific instances where your proactive approach made a difference in user experience.
✨Familiarise Yourself with the Company Culture
Amentum values safety, integrity, and respect. Research their culture and be prepared to discuss how your personal values align with theirs. This will show that you're not just a fit for the role, but also for the team.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like handling multiple tickets or resolving a tricky technical issue. Practice articulating your thought process and problem-solving strategies clearly, as this will demonstrate your analytical skills.
