IT Service Desk Technician

Role Overview

We''re looking for a proactive and customer-focused Level 1 Service Desk Support Technician to join our ServiceNow team in Warrington. You''ll provide first-line technical support to our global workforce, ensuring timely issue resolution and an exceptional end-user experience.

Working via the ServiceNow ticketing system, you''ll follow established IT processes and contribute ideas to improve service efficiency through automation and demand reduction. You''ll also collaborate closely with L2/L3 teams to ensure seamless issue escalation and resolution.

This role includes supporting Business Relationship Management (BRM) activities, such as:

• Hosting bi-weekly virtual "Tech Bar" sessions to resolve L1 issues

• Creating engaging "Tech Tuesday" newsletters with tips, tricks, and productivity boosters

We''re looking for someone with a passion for IT support, excellent communication skills, and a genuine commitment to service excellence.

• Provide first-line technical support (software, hardware, applications) via ServiceNow and phone

• Manage and resolve tickets or escalate as necessary

• Troubleshoot common enterprise systems, including EUC, M365, networking, and video conferencing tools

• Administer user accounts (Active Directory) and permissions

• Keep users informed throughout the support process

• Identify and report recurring issues to management

• Contribute to and maintain internal Knowledge Base articles

• Stay up to date with internal IT news, tools, and processes

• Assist with BRM initiatives and other IT-related duties as needed

• Prior experience in IT support or a similar technical role

• Strong knowledge of Windows 10/11, M365, Microsoft Azure, and hybrid environments

• Experience with ServiceNow or similar ITSM platforms

• Familiarity with Active Directory, SCCM, InTune, and video conferencing tools (e.g., Teams, Zoom)

• Understanding of basic networking (IP, DNS, WiFi troubleshooting)

• Strong troubleshooting and problem-solving skills

• Excellent verbal and written communication skills in English

• Ability to translate technical concepts for non-technical users

• Customer-first mindset with a positive, can-do attitude

• Ability to work independently and as part of a team

• Awareness of cyber security best practices

• Experience with low-code/no-code platforms (e.g., Microsoft Power Platform)

• Knowledge of automation and scripting tools

• Must be willing to obtain baseline security clearance

• Occasional engagement with global teams and diverse cultures