Be the first point of contact in IT support solving problems and keeping users connected across the globe.Our Client has a requirement for a Service Desk Analyst / 1st Line Support, who will be required to work on a contract basis in Reading.Role Purpose: Provide essential first-line IT support to global end-users via ServiceNow.Ensure efficient incident and request resolution, escalating where needed.Support proactive engagement activities (Tech Bar sessions, Tech Tuesday newsletters).Contribute to improving end-user experience and reducing recurring demand. Job Role Responsibilities: Manage lifecycle of ServiceNow tickets log, resolve, escalate.Administer user accounts in Active Directory (group memberships, permissions).Troubleshoot Windows 10/11, Microsoft 365, Azure, applications, printing, networking, and telephony.Support video conferencing systems (Teams, Zoom, meeting room facilities).Collaborate with L2/L3 colleagues for seamless handover.Maintain clear communication with users throughout the resolution process.Identify and report recurring issues and contribute to Knowledge Base articles.Perform additional IT-related duties as required by management. Experience / Skills / Knowledge / Qualifications: Experience in IT support or service desk environment.Strong knowledge of Windows 10/11, Microsoft 365, and Azure.Familiarity with ServiceNow or similar ticketing systems.Active Directory administration skills.Basic networking knowledge (IP, DNS, WiFi troubleshooting).Ex