Job Title

Our client is looking to recruit a dynamic, passionate and proactive customer-focused L1.5 Service Desk Support Technician to join their ServiceNow team at their brand new, state of the art office in Theale, UK, situated close to Reading.Please read the following job description thoroughly to ensure you are the right fit for this role before applying.IT Support TechnicianTheale Onsite6 Month ContractInside IR35BPSSKey Responsibilities and SkillsProvide first-level IT technical support and problem resolution 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 casesMaintain communications with customers throughout the problem resolution processEssential Skills and AttributesExperience 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 supportAbility to explain technical concepts to non-technical usersFollow 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 & 11)Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft AzureStrong 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 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 systemsFirst-class customer service and communication skills; will be working with end users in m multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role)Problem-solving and troubleshooting abilitiesA professional "can-do" attitude and a positive, enthusiastic approachAbility to work independently and as part of a team