Role: Service Desk Analyst L1
Location: Aberdeen, UK
Is it Permanent / Contract: Perm
Is it Onsite/Remote/Hybrid: onsite
No. of Positions: 1
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 escape 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.
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