Job Title: Service Desk Analyst / 1st Line Support Location: Theale, UK Type: Full-Time (Mon-Fri, 40 hours/week) Reports to: Service Desk ManagerOverviewWe''re looking for a proactive and customer-focused Service Desk Analyst to join our ServiceNow team. You''ll be the first point of contact for technical support, helping global end users resolve issues via our ServiceNow ticketing system and following IT policies and procedures.In addition to typical 1st line support duties, you''ll assist with business engagement activities, such as running virtual "Tech Bar" sessions and creating user-friendly content like the "Tech Tuesday" tips newsletter.This role requires strong communication skills, attention to detail, and a genuine passion for IT support and service excellence.Key ResponsibilitiesProvide first-line IT support for hardware, software, and applications (Windows 10/11, M365, etc.)Manage tickets from creation to resolution or escalationTroubleshoot issues related to EUC, networking, printing, telephony, and conferencing tools (Teams, Zoom)Support user account management in Active DirectoryParticipate in initiatives to reduce ticket volume through automation and knowledge sharingSupport the BRM with communication and user engagement initiativesHelp maintain and improve internal knowledge articlesFollow security procedures and contribute to a secure IT environmentRequirementsEssential Skills and Experience:Experience in a similar IT support or technical roleFamiliarity ..... full job details .....