Job Description

Service Desk Support Technician Level 1 - Warrington, UK
Support with Purpose. Grow with Impact.
Are you passionate about delivering exceptional customer service and solving technical challenges? We're looking for a dynamic, proactive, and customer-focused Level 1 (L1) Service Desk Support Technician to join our ServiceNow team at our Birchwood Park, Warrington office until the end of January 2026 in a hybrid working capacity.
In this full-time role (Monday to Friday, 40 hours/week), you'll provide essential technical support to our global workforce using the ServiceNow ticketing system, ensuring a seamless and positive end-user experience.
Key Responsibilities

• Provide first-level IT support for software, hardware, and applications via ServiceNow and telephony.
• Manage ticket lifecycles, escalating to L2/L3 support when necessary.
• Troubleshoot issues across EUC, networking, M365, printing, video conferencing, and telephony.
• Administer user accounts via Active Directory.
• Collaborate with L2/L3 teams to ensure smooth issue resolution.
• Participate in bi-weekly virtual "Tech Bar" sessions.
• Draft engaging "Tech Tuesday" newsletters with tips, tricks, and productivity boosters.
• Identify and recommend automation opportunities to reduce incoming demand.
• Maintain and update internal Knowledge Base articles.
• Willingness to perform other reasonable IT related duties if required as and when requested by management

Essential Skills & Attributes

• Previous experience in IT support or a similar technical role.
• Strong knowledge of Windows 10/11, Microsoft 365, and hybrid environments (on-prem + Azure).
• Familiarity with ServiceNow or similar ITSM platforms.
• Excellent troubleshooting skills across hardware, software, and networking.
• Experience with Active Directory, SCCM, Intune, and cloud platforms.
• Strong communication skills with a customer-first mindset.
• Fluent in English (written and verbal).
• Ability to explain technical concepts to non-technical users.
• Detail-oriented with a proactive, can-do attitude.
• Willingness to obtain baseline security clearance.

Desirable Skills

• Experience with automation, scripting, or low-code/no-code tools (e.g., Microsoft Power Platform).
• Knowledge of video conferencing systems (e.g., Microsoft Teams, Zoom).
• Understanding of IP, DNS, and basic networking principles.

? Location: Birchwood Park, Warrington, UK
? Hours: Full Time, Monday to Friday
? Reports to: Service Desk Manager
Be the face of IT support in a global organisation.
Apply now and bring your passion for service to a team that values innovation, collaboration, and user experience.
The NRL Group connect global companies with the right people to bring engineering projects to life. Supporting contracting companies with energy transition plans and working with our clients to create a cleaner, greener future.
We welcome applications from every walk of life and are committed to diversity within the industries we support, as a certified Inclusive Recruiter and Armed Forces friendly employer. You can ensure you stay safe when job searching online by visiting the JobsAware website.

Skills Required