Service Desk Analyst (L1 Support)

Location: Aberdeen, UK

Employment Type: Full-Time Employee (FTE)

Work Arrangement: Onsite all days

Experience and Skills

• Graduate with at least 3 years of experience working in Service Desk personnel in UK.
• Good English communication skills with a Versant Score of 70.
• Basic knowledge of Incident, Change, and Problem Management.

Service Desk Responsibilities

• Take full responsibility for handling Incidents and Service Requests on the Service Desk.
• Work closely with the Service Manager.
• Help create and share Service Desk reports.
• Improve processes by using automation and self-service to reduce repetitive manual work.
• Solve technical problems over phone, email, live chat, and self-service in a friendly and professional way.
• Handle advanced troubleshooting for difficult issues to reduce the need for higher-level support.
• Manage Active Directory tasks like creating accounts, setting group policies, controlling security access, and syncing directories.
• Provide advanced support for Microsoft 365 services such as Exchange Online, Teams, SharePoint, and OneDrive.
• Troubleshoot network problems including DNS, DHCP, VPN, Firewall, and Proxy issues.
• Use tools like SCCM or Intune for remote desktop and endpoint management.
• Monitor and manage IT service tickets, making sure they are categorized, prioritized, and resolved on time.
• Create and analyze reports to track service performance and suggest improvements.
• Keep the knowledge base updated with guides, FAQs, and technical documents.
• Log and sort tickets properly, ensuring all user issues and requests are recorded.
• Keep detailed documentation about technical issues, processes, and ticket status.
• Assign tickets to the right teams based on priority and severity.
• Follow up on incidents to meet service deadlines.
• Quickly escalate unresolved problems to prevent business interruptions.
• Update incident records with all relevant details to help with knowledge sharing.
• Use ITSM tools like ServiceNow for managing tickets.
• Use BeyondTrust for remote support to help users quickly.

Soft Skills

• Excellent customer service skills.
• Ability to handle unexpected situations calmly.
• Patient and understanding when dealing with users.
• Can work well under pressure, be a good team player, organized, and solve problems effectively.
• Respectful and professional when interacting with users.

Certifications

• Must have ITIL certification.