1st Line Service Desk Analyst

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1st Line Service Desk Analyst

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AmentumRole 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 and 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 systemLifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional mannerResolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support casesAdminister user accounts via Active Directory, group membership and rights assignment based on established proceduresTechnical TroubleshootingEnd 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 managementRefer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementationsShare observations with team and update Knowledge Base articlesRequirements

Experience in an IT support or a similar technical role, with a strong background in system, network, and application supportExperience with ServiceNow or similar IT ticketing systemsExperience in customer-focused environments, providing high-quality technical supportFollow Security procedures and keep a vigilant eye for Cyber Security issuesExcellent knowledge of service desk processes and functions in support of end-user computing needsStrong knowledge of troubleshooting Windows Desktop (10 and 11)Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft AzureStrong 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 setupUnderstanding of basic Networking and troubleshootingBasic understanding of IP addresses, DNS and what makes up an IT networkDiagnosing internet connection issues, WiFi issuesExperience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)Cloud Platform experience, including 3rd party SaaSExperience with Video Conferencing and telephony systemsOur 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 levelEmployment type

Full-timeJob function

Information TechnologyIndustries

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