Service Desk Analyst L1 – Aberdeen Onsite (Looking only for Local Candidates – Local to Aberdeen) 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.