1st Line Service Desk Analyst

1st Line Service Desk Analyst

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 here 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.

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.

Here, we believe that success comes from continuously pushing boundaries and working together to deliver on our promises. We embrace challenges with confidence and are dedicated to creating a secure and vibrant future for all. If you're ready to join a team that values your unique perspective and is committed to your safety, well-being, and professional growth.

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 a 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 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 (inc. 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 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 (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), 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.