Senior Service Desk Specialist - ITSM & Automation

Ampstek LLC; Aberdeen City; On-site; GBP 35,000 - 45,000; Full time

Job summary

A prominent IT services company in Aberdeen City is seeking a Service Desk professional with a minimum of 3 years’ experience in managing service desk operations. The ideal candidate will possess excellent communication skills and a strong working knowledge of ITSM tools like ServiceNow. Responsibilities include resolving technical issues, managing service desk activities, and ensuring compliance with service level agreements. This role offers opportunities to drive automation and improvements in service delivery.

Qualifications

• Graduate with a minimum of 3+ years of experience in Service Desk.
• Excellent communication and conversation skills with a Versant Score of 70.
• Good knowledge of Incident, Change, and Problem Management.

Responsibilities

• Manage Service Desk activities and own overall responsibility for processes.
• Resolve technical issues via telephone, email, and live chat.
• Monitor and manage ITSM queues ensuring ticket categorization and SLA compliance.

Skills

Excellent communication skills

Advanced troubleshooting

Incident management

Service Desk operations

Active Directory management

O365 administration

Tools

ServiceNow

SCCM

Intune

Job description

A prominent IT services company in Aberdeen City is seeking a Service Desk professional with a minimum of 3 years’ experience in managing service desk operations. The ideal candidate will possess excellent communication skills and a strong working knowledge of ITSM tools like ServiceNow. Responsibilities include resolving technical issues, managing service desk activities, and ensuring compliance with service level agreements. This role offers opportunities to drive automation and improvements in service delivery.