Service Desk Analyst
We’re looking for a Service Desk Analyst to join our global technology company, specialized in energy and dedicated to enabling a more sustainable future.
At Cegal’s Service Desk the focus is on the customers and their employees. The goal is to provide the world's best service with smiling, enthusiastic and customer‑centric employees.
Our Customer Support team resolves nearly 90 percent of incoming requests with 1st and 2nd line support, highlighting the commitment we have to providing customer service and being great problem solvers.
Are you passionate about showing others how technology can make things better? If so, this role might be perfect for you!
Together with us you will have the possibility to develop your skills in a supportive and inclusive team.
Responsibilities
* Serve as the single point of contact for client IT issues via phone, live chat, and email by providing high-quality customer support through effective written and verbal communication.
* Manage UK IT Operations mailboxes, ensuring all communications are appropriately actioned and cases are logged in the ITSM tool.
* Categorize, elevate, and dispatch tickets or cases to operational teams or vendors through the Service Management System to minimize customer impact.
* Manage and own Access Management processes for all UK customers, including processing account creations, removals, and access level requests in line with customer requirements.
* Contribute to the development of the internal knowledge base.
* Provide shift cover with current UK IT Operations rota between 07:00 – 17:30 Mon – Fri. 40 hours a week in total.
* Participate in OUT OF HOURS Standby Rota as part of the 24‑hour service requirement.
Qualifications
* Good understanding of ITIL (Foundation level qualification desirable) with knowledge of ServiceDesk operations and ServiceNow (ITSM tool).
* Experience working in IT service operations is desirable but not essential.
* Ability to provide basic technical support over the phone and in person.
* Excellent phone skills, professional demeanor, and knowledge of customer service principles and practices.
* Previous customer service experience strongly desired.
* Great written, oral, and interpersonal communication abilities.
Benefits
* Career paths – Advance your career with trainee programs, mentorship, growth dialogue.
* Influence – Ideal company size - global impact, yet with room to stand out and make a difference.
* Professional growth – Benefit from a training budget and dedicated time for learning and growth, while enjoying access to digital courses and our very own certification center.
* Technology – We are passionate about new tech. Test the latest technologies and learn how to implement them in real‑world scenarios.
* Work‑life balance – Enjoy a supportive and flexible work environment that enables you to thrive both professionally and personally.
* Diversity – Support diversity in the tech industry through our Diversity at Cegal initiative and Women at Cegal network.
Location
Aberdeen
Salary
£27,000 - £29,000 depending on experience and fit for the role.
Contact
Contact hiring manager Chris Ranking. Chris.Rankin@cegal.com
Additional Information
This is a direct company recruitment. We will not accept applications or candidates via employment agencies. As a candidate you will need to have the right to work in the UK. Cegal does not sponsor visas. For successful candidates, Cegal might ask for consent to perform a background check.
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