onsite
IT Service Support Analyst - The National Archives
Software Engineer
Provide first‑line technical support, manage incidents and service requests, and maintain IT infrastructure using ServiceNow, Windows Server, and Active Directory while delivering excellent customer service.
About the role
Key Responsibilities
- Serve as the primary point of contact for internal users, logging, triaging, and resolving incidents and service requests.
- Utilize ServiceNow to track tickets, maintain knowledge base articles, and ensure SLA compliance.
- Administer Windows Server environments, Active Directory accounts, and group policies.
- Develop and execute PowerShell scripts for routine automation and problem resolution.
- Collaborate with senior IT teams to escalate complex issues and contribute to continuous service improvement.
Requirements
- Proven experience in an IT support or service desk role, preferably within a large organization.
- Strong knowledge of ITIL processes and incident management best practices.
- Hands‑on experience with ServiceNow, Windows Server, and Active Directory administration.
- Proficiency in PowerShell scripting for automation tasks.
- Excellent communication and customer‑service skills, with the ability to explain technical concepts to non‑technical users.
Skills
itilservicenowwindows serveractive directory