Service Desk Analyst L1

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 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.