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- Tasks: Support high-quality service delivery and manage ServiceNow tickets efficiently.
- Company: Join a dynamic team focused on IT service operations.
- Benefits: Gain valuable experience, develop skills, and grow your career in IT.
- Other info: Opportunity to improve processes and contribute to a customer-focused culture.
- Why this job: Be the first point of contact and make a real difference for users.
- Qualifications: 1 year in an admin or support role; strong organisational skills required.
The predicted salary is between 25000 - 35000 £ per year.
We’re looking for a Service Desk Administrator to support high‑quality service delivery across our network, infrastructure, and cabling teams. This is a key operational role, acting as the first point of contact for end users and ensuring ServiceNow tickets are logged, managed, and resolved efficiently within agreed SLAs. Working closely with the Service Manager and Site Lead, you’ll help keep daily service operations running smoothly, providing clear communication, accurate documentation, performance monitoring, and proactive support to engineers and technicians.
If you are highly organised, customer‑focused, and comfortable working in a fast‑paced service environment, this is an excellent opportunity to grow your career within IT service operations.
Key Responsibilities- Service Desk & Ticket Management
- Act as first point of contact for incidents, service requests, NSSRs, and tasks
- Log, triage, prioritise, and manage tickets using ServiceNow
- Ensure tickets are accurately recorded, categorised, and updated
- Monitor ticket progress and proactively chase updates to meet SLAs
- Escalate issues to technical teams or Service Manager when required
- Customer & Stakeholder Communication
- Provide clear, timely updates to end users throughout the service lifecycle
- Build positive working relationships with users and internal stakeholders
- Promote a customer‑focused culture aligned with “Our Customer, One Roc”
- Performance, Reporting & Documentation
- Monitor SLA and KPI performance, identifying trends and recurring issues
- Maintain knowledge articles, known issues, and service documentation
- Support weekly, monthly, and quarterly service performance reporting
- Assist with operational reports, presentations, and compliance activities
- Continuous Improvement
- Contribute to improving processes and standard operating procedures
- Participate in service reviews, training, and team meetings
- Experience in an administrative, coordination, or support role (minimum 1 year)
- Understanding of IT service environments and operations
- Strong organisational skills and attention to detail
- Clear and professional communication skills
- Confident using Microsoft 365 (Excel, SharePoint, Teams)
- Experience using ServiceNow or a similar ITSM platform
- Knowledge of ITIL processes (Incident, Problem, Change)
- Understanding of IT infrastructure (networks, servers)
- Experience working in a managed service or service desk environment
- Ability to analyse service metrics and support process improvements
- Highly organised and methodical
- Proactive and self‑motivated
- Customer‑focused with a collaborative approach
- Adaptable and resilient in a changing environment
- Trusted to handle confidential information
- Keen to learn and develop within service operations
Service Desk Administrator in Reading employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Administrator in Reading
✨Tip Number 1
Network, network, network! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have a lead on a Service Desk Administrator role or can give you insider tips.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk roles. Think about your past experiences and how they relate to the responsibilities listed in the job description. We want you to shine!
✨Tip Number 3
Showcase your customer-focused attitude during interviews. Share examples of how you've built positive relationships with users and handled service requests efficiently. This is key for a Service Desk Administrator!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Administrator in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Administrator role. Highlight your experience in administrative or support roles, and don’t forget to mention any familiarity with IT service environments and tools like ServiceNow.
Show Off Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your professional communication skills. Whether it’s in your cover letter or CV, make sure you convey your ability to build positive relationships with users and stakeholders.
Highlight Your Organisational Skills: Being highly organised is essential for this position. Use specific examples in your application to showcase how you've managed tasks, prioritised tickets, or maintained documentation in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at Roc Technologies
✨Know Your Service Desk Basics
Before the interview, brush up on your knowledge of IT service environments and operations. Familiarise yourself with common service desk tools like ServiceNow, as well as ITIL processes. This will show that you understand the role and can hit the ground running.
✨Showcase Your Organisational Skills
Be prepared to discuss how you manage multiple tasks and prioritise effectively. Use specific examples from your past experience where you successfully logged, triaged, and managed tickets. Highlight your attention to detail and how it contributes to meeting SLAs.
✨Communicate Clearly and Confidently
Since this role involves a lot of communication with end users and stakeholders, practice articulating your thoughts clearly. Think about how you would provide updates or escalate issues. Demonstrating your ability to build positive relationships will be key.
✨Emphasise Continuous Improvement
Discuss any experiences you have with process improvements or contributing to team meetings. Show that you’re proactive and willing to suggest enhancements to existing procedures. This aligns perfectly with the company’s focus on continuous improvement.