Service Desk Analyst L1

Technopride Ltd; Aberdeen City; On-site; GBP 26,000 - 32,000; Full time

Job summary

Technopride Ltd in Aberdeen, United Kingdom, is seeking a Service Desk Analyst L1 to provide first-line IT support on-site. The role requires a graduate with 3+ years of UK service desk experience, strong English communication, and ITIL certification.

You will handle incidents, service requests, and daily reports, while collaborating with the Service Manager to improve processes and automation. Responsibilities include AD management, Microsoft 365 support, network troubleshooting, and using

Qualifications

• Graduate with at least 3 years of experience in UK service desk.
• Strong English communication with Versant score 70.
• Basic knowledge of Incident, Change, and Problem Management.
• Must have ITIL certification.

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.

Skills

ITIL

Service Desk

English Proficiency

Incident Management

Change Management

Problem Management

AD Directory

Microsoft 365

DNS/DHCP/VPN

Firewall/Proxy

SCCM/Intune

ServiceNow

BeyondTrust

Education

Bachelor's degree in IT

Tools

ServiceNow

BeyondTrust

Active Directory

Microsoft 365

SCCM

Intune

Job description

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.

Job Description

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.