Service Desk Analyst L1
hace 3 días
Aberdeen
Aberdeen, United Kingdom | Posted on 11/03/2026 We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market. Role: Service Desk Analyst L1 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 escalating 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. #J-18808-Ljbffr