Global Tier 1 Service Desk Technician

The Service Desk Technician I (Tier 1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk. This role provides first-line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced support environment. Success in this role requires strong communication skills, adherence to service levels, accurate ticket documentation, and the ability to collaborate effectively with colleagues and end users across multiple regions, time zones, and cultures.

Key Responsibilities

Customer Support & Technical Troubleshooting

Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.

Answer and triage incoming support contacts while meeting established service level objectives.

Utilize knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.

Support user account management, password resets, and multi-factor authentication (MFA) administration.

Deliver exceptional customer service while communicating technical information clearly to non-technical users.

Incident & Request Management

Create, update, manage, and resolve Incident and Request records within ServiceNow in accordance with ITIL best practices.

Document troubleshooting activities, resolution steps, and customer communications accurately and thoroughly.

Monitor and manage ticket queues to ensure compliance with established service level agreements (SLAs).

Escalate issues to appropriate Tier 2 or Tier 3 support teams when additional expertise or access is required.

Ensure all incidents and requests are categorized, prioritized, and routed appropriately.

Knowledge Management & Continuous Improvement

Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.

Identify opportunities to improve processes, automation, and self-service capabilities.

Participate in ongoing technical and professional development activities, including role-related certifications and training.

Shift Operations & Team Collaboration

Participate in rotational support coordination activities during high-volume periods and major incidents.

Collaborate effectively with team members, supervisors, and end users across multiple regions and cultures.

Support a 24x7x365 service organisation through assigned shift schedules, including nights, weekends, and holidays.

Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent technical training or experience may be considered.

Proven experience in a service desk, help desk, technical support, or customer support environment.

Experience utilising ServiceNow ITSM or a comparable enterprise ticketing platform.

Technical Support & IT Service Management

Working knowledge of Microsoft 365 applications and Windows desktop operating systems.

Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions.

Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.

Understanding of incident management, service request fulfilment, and basic troubleshooting methodologies.

Ability to document support activities accurately and follow established support procedures.

Core Competencies

Strong verbal and written communication skills.

Excellent customer service, interpersonal, and problem-solving skills.

Ability to work independently and manage competing priorities in a fast-paced environment.

Ability to collaborate effectively with diverse teams across multiple regions and time zones.

Ability to work assigned shifts, including nights, weekends, and holidays in a 24x7x365 environment.

Preferred Qualifications

CompTIA A+ certification.

HDI Customer Service Representative (CSR) certification or equivalent.

ITIL 4 Foundation certification or willingness to obtain within the first year of employment.

Microsoft, Dell, or other relevant technical certifications.

Experience supporting users in a global or multi-region environment.

Familiarity with macOS and iOS support.

Security Requirements

United Kingdom citizenship is required. The successful candidate must hold, or be able to successfully complete, Baseline Personnel Security Standard screening.

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The KBR team of teams delivers future-forward science, technology and engineering solutions and mission-critical services that help governments and companies around the world accomplish their most important objectives, while also helping achieve their sustainability goals.