onsite
1st Line Service Desk Operative - Sigma Connected
Software Engineer
First‑Line Service Desk Operative delivering rapid desktop support and break/fix services across UK and South Africa, using ITIL processes and ServiceNow to resolve tickets efficiently.
About the role
Key Responsibilities
- Respond to and resolve user incidents via phone, email and remote tools, following defined procedures and SLAs.
- Diagnose and troubleshoot hardware, software and network issues on Windows and Mac platforms.
- Log, track and close tickets in ServiceNow, ensuring accurate documentation and escalation when required.
- Provide end‑user training and guidance on standard applications and security best practices.
- Collaborate with senior engineers to implement process improvements and knowledge base updates.
Requirements
- Experience in a first‑line IT support or help desk role.
- Strong knowledge of Windows and Mac operating systems and common office applications.
- Familiarity with ITIL principles and ticketing systems, preferably ServiceNow.
- Excellent communication skills and a customer‑focused attitude.
- Ability to work independently and as part of a distributed team across multiple time zones.