L1 service desk required For UK Client on STL Payroll

Role & responsibilities

First-line support  Act as the single point of contact for incidents and service

requests via phone, chat, self-service portal, and email; own each ticket to

resolution or escalation.

• Triage & logging — Accurately log, categorise, and prioritise every contact in the

ITSM tool (Jira Service Management), capturing clear and actionable detail.

• First-contact resolution — Resolve common endpoint, account, connectivity, and

application issues using knowledge articles and standard operating procedures.

• Identity & access — Handle password resets, MFA, account unlocks, and access

requests in line with Joiner-Mover-Leaver and security policy.

• Escalation management — Escalate to L2/L3 teams and third-party vendors with

complete diagnostics; track to closure and keep users updated.

• SLA & queue management — Work to agreed response and resolution SLAs;

monitor the queue and manage personal workload to target.

• Knowledge & self-service — Create and improve knowledge articles and drive

self-service adoption to deflect repeat contacts.

• Customer experience — Deliver friendly, professional support and maintain high

customer satisfaction (CSAT) through clear communication.

• Asset accuracy — Keep asset and configuration records up to date at the point of

contact for starters, leavers, and hardware moves.

Essential Skills & Experience

• Experience in a service desk or first-line IT support role, ideally within a global or

regulated organisation.

• Strong working knowledge of Windows 10/11, Microsoft 365, and common

business applications.

• Familiarity with Active Directory / Entra ID account administration (unlocks, resets,

group membership).

• Confident using an ITSM ticketing tool such as Jira Service Management or

ServiceNow.

• Understanding of ITIL incident and request management fundamentals.

• Excellent telephone manner and written communication with a customer-first

mindset.

• Able to follow SOPs and knowledge articles precisely and work to defined SLAs.

• Basic troubleshooting of hardware, connectivity, VPN, and mobile devices.

• ITIL Foundation certification desirable.