Service Desk Analyst

Role

Service Desk Analyst L2

Fixed term Employment

Aberdeen, UK - Onsite

• Graduate with Minimum 3+ years of experience in service Desk
• Excellent communication and conversation skills in English with a Versant Score of 70
• Good Knowledge of Incident, Change and Problem Management

• Owning overall responsibility for Incident and Service Request process handling on the Service Desk
• Liaise with the Service Manager
• Help with the development and issuance of Service Desk Operational Reports
• Driving automation and self-service improvements, reducing manual effort for repetitive tasks.
• Resolving technical issues over the telephone, via email, via live chat and Self-Service, in a friendly and professional manner
• Advanced troubleshooting and resolution of escalated issues, reducing reliance on higher-tier support.
• Advanced Active Directory management, including account provisioning, group policies, security access controls, and directory synchronization.
• O365 administration & advanced support, including Exchange Online, Teams, SharePoint, and One Drive troubleshooting.
• Network troubleshooting, including DNS, DHCP, VPN, firewall rules, and proxy issues.
• Remote Desktop & Endpoint Management using SCCM, Intune, or similar tools.
• Monitoring and managing ITSM queues, ensuring ticket categorization, prioritization, and SLA compliance.
• Generating and analysing service performance reports, identifying trends and driving improvements.
• Maintaining and enhancing the knowledge base, contributing to SOPs, FAQs, and technical documentation.
• Logging and triaging the incidents in ITSM ensuring accurate logging of all end-user-related issues, service requests, and problems.
• Maintain comprehensive documentation, including technical details, process updates, ticket status, and any relevant information as recommended by the Quality or Service Desk Lead.
• Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
• Monitor the Incident Management queue, ensuring timely ticket assignment, reassignment, and proactive follow-ups to maintain service level agreements.
• Escalate unresolved issues promptly as per the defined escalation matrix to minimize business disruption.
• Ensure all incidents are regularly updated in the incident management system, capturing relevant details, resolutions, and actions taken to enhance knowledge sharing and historical tracking.
• Strong working knowledge of ITSM tools like Service Now for effective ticket management.
• Proficiency in Beyond Trust (Remote Support) for troubleshooting and assisting end users efficiently.

• Excellent customer handling skills
• Ability to handle unforeseen situations
• High level of acceptance and understanding in dealing with end users and situations
• Able to work under pressure, excellent team player, well organized with strong problem-solving skills, has process skills, and is respectful to users.

• Candidate to be ITIL certified