Service Desk Specialist – ITIL & ServiceNow

Sword Group

Aberdeen City

On-site

GBP 23,000 - 32,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Flexible working

Pension scheme

Private health

Employee assistance programme

Discretionary bonus

Job summary

Sword is a leading provider of business technology solutions, delivering transformation in energy, public and finance sectors. The Service Desk Analyst will own incidents and requests, investigate issues, and provide professional, timely support while maintaining high service standards.

The role emphasizes structured problem solving, knowledge sharing and continual improvement across the Service Desk Operations team.

Qualifications

Experience in MSP/Managed Services or enterprise Service Desk.
Familiarity with ITIL-based Incident/Request/Knowledge/Problem/Change.
Experience using ServiceNow or equivalent ITSM platform.
Technical knowledge across Windows, Microsoft 365, Outlook and Active Directory.
Strong customer service and clear communication under pressure.

Responsibilities

Take ownership of incidents and requests from investigation to resolution or escalation.
Provide effective technical support across customer environments.
Follow agreed processes, service levels and customer commitments.
Maintain accurate ticket records and communicate progress to customers.
Collaborate with colleagues and resolver teams to ensure timely resolution.