Service Desk Administrator

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  "active_status": "active"
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  "location": {
    "raw": "Reading, Berkshire, RG7 4PR, United Kingdom",
    "city": "Reading",
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    "id": "264",
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    "location": {
      "city": "Reading",
      "state": "Berkshire"
    },
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    "jobOpeningName": "Service Desk Administrator",
    "departmentLabel": "Managed Services",
    "employmentStatusLabel": "Full-Time"
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  "detail_job_opening": {
    "location": {
      "city": "Reading",
      "state": "Berkshire",
      "postalCode": "RG7 4PR",
      "addressCountry": "United Kingdom"
    },
    "datePosted": "2026-04-21",
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    "description": "<p><span style=\"font-size: 14pt; font-weight: bold\">Service Desk Administrator</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">We’re looking for a Service Desk Administrator to support high‑quality service delivery across our network, infrastructure, and cabling teams. This is a key operational role, acting as the first point of contact for end users and ensuring ServiceNow tickets are logged, managed, and resolved efficiently within agreed SLAs.</span></p>\n<p><span style=\"font-size: 12pt\">Working closely with the Service Manager and Site Lead, you’ll help keep daily service operations running smoothly, providing clear communication, accurate documentation, performance monitoring, and proactive support to engineers and technicians.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">If you are highly organised, customer‑focused, and comfortable working in a fast‑paced service environment, this is an excellent opportunity to grow your career within IT service operations.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Key Responsibilities</span></span></p>\n<p><span style=\"font-size: 12pt\"><br></span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Service Desk &amp; Ticket Management</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Act as first point of contact for incidents, service requests, NSSRs, and tasks</span></li>\n<li><span style=\"font-size: 12pt\">Log, triage, prioritise, and manage tickets using ServiceNow</span></li>\n<li><span style=\"font-size: 12pt\">Ensure tickets are accurately recorded, categorised, and updated</span></li>\n<li><span style=\"font-size: 12pt\">Monitor ticket progress and proactively chase updates to meet SLAs</span></li>\n<li><span style=\"font-size: 12pt\">Escalate issues to technical teams or Service Manager when required.</span><br></li>\n</ul>\n<p><span style=\"font-size: 12pt\"> </span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Customer</span></span><span style=\"font-size: 12pt; font-weight: bold\"> &amp; Stakeholder Communication</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Provide clear, timely updates to end users throughout the service lifecycle</span></li>\n<li><span style=\"font-size: 12pt\">Build positive working relationships with users and internal stakeholders</span></li>\n<li><span style=\"font-size: 12pt\">Promote a customer‑focused culture aligned with <em>“Our Customer, One Roc”</em></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">P</span><span style=\"font-size: 12pt; font-weight: bold\">erformance, Reporting &amp; Documentation</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Monitor SLA and KPI performance, identifying trends and recurring issues</span></li>\n<li><span style=\"font-size: 12pt\">Maintain knowledge articles, known issues, and service documentation</span></li>\n<li><span style=\"font-size: 12pt\">Support weekly, monthly, and quarterly service performance reporting</span></li>\n<li><span style=\"font-size: 12pt\">Assist with operational reports, presentations, and compliance activities</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Continuous Improvement</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Contribute to improving processes and standard operating procedures</span></li>\n<li><span style=\"font-size: 12pt\">Participate in service reviews, training, and team meetings</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\"><br></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">What We’re Looking For:</span></span></p>\n<p><span style=\"font-size: 12pt\"><br></span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Esse<span style=\"font-weight: bold\">ntial</span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Experience in an administrative, coordination, or support role (minimum 1 year)</span></li>\n<li><span style=\"font-size: 12pt\">Understanding of IT service environments and operations</span></li>\n<li><span style=\"font-size: 12pt\">Strong organisational skills and attention to detail</span></li>\n<li><span style=\"font-size: 12pt\">Clear and professional communication skills</span></li>\n<li><span style=\"font-size: 12pt\">Confident using Microsoft 365 (Excel, SharePoint, Teams)</span></li>\n<li><span style=\"font-size: 12pt\">Experience using ServiceNow or a similar ITSM platform</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Desirable</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Knowledge of ITIL processes (Incident, Problem, Change)</span></li>\n<li><span style=\"font-size: 12pt\">Understanding of IT infrastructure (networks, servers)</span></li>\n<li><span style=\"font-size: 12pt\">Experience working in a managed service or service desk environment</span></li>\n<li><span style=\"font-size: 12pt\">Ability to analyse service metrics and support process improvements</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\"><br></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Personal Attributes</span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Highly organised and methodical</span></li>\n<li><span style=\"font-size: 12pt\">Proactive and self‑motivated</span></li>\n<li><span style=\"font-size: 12pt\">Customer‑focused with a collaborative approach</span></li>\n<li><span style=\"font-size: 12pt\">Adaptable and resilient in a changing environment</span></li>\n<li><span style=\"font-size: 12pt\">Trusted to handle confidential information</span></li>\n<li><span style=\"font-size: 12pt\">Keen to learn and develop within service operations</span></li>\n</ul>",
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    "jobOpeningName": "Service Desk Administrator",
    "departmentLabel": "Managed Services",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://roctechnologies.bamboohr.com/careers/264",
    "employmentStatusLabel": "Full-Time"
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