Service Desk Analyst - L2

Intuition IT Solutions Ltd; Aberdeen City; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT service provider in Aberdeen City seeks an experienced Service Desk professional with a minimum of 3+ years in service desk management. The ideal candidate will have excellent communication skills in English and a solid understanding of incident management alongside ITIL certification. Responsibilities include resolving technical issues, managing service desk activities, and overseeing ticket management using ITSM tools. This role requires strong customer handling skills and the ability to work under pressure.

Qualifications

• Minimum 3+ years of experience in a service Desk.
• Excellent communication skills in English with a Versant Score of 70.
• ITIL certification preferred.

Responsibilities

• Manage Service Desk activities and processes.
• Resolve technical issues via phone, email, and chat.
• Generate and analyze service performance reports.
• Escalate unresolved issues based on escalation matrix.

Skills

Service Desk Management

Incident Management

Communication Skills

Active Directory Management

O365 Administration

Network Troubleshooting

ITIL Certification

Customer Handling

Tools

ServiceNow

SCCM

Intune

BeyondTrust

Job description

• Minimum 3+ years of experience in a service Desk
• Excellent communication and conversation skills in English with a Versant Score of 70
• Good Knowledge of Incident, Change, and Problem Management
• Manage Service Desk activities, including:
• Owning overall responsibility for the 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 OneDrive 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 to ensure 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 the 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 ServiceNow for effective ticket management.
• Proficiency in BeyondTrust (Remote Support) for troubleshooting and assisting end users efficiently.

Soft Skills

• Should possess 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.

Certifications

• Candidate to be ITIL certified.