Service Desk Analyst

Ampstek LLC; Aberdeen City; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT Services provider in the United Kingdom is seeking an experienced IT Service Desk professional responsible for managing Service Desk activities. You will handle incident and service request processes, drive automation improvements, and resolve technical issues. The ideal candidate has strong communication skills and extensive knowledge in ITSM tools like ServiceNow and BeyondTrust. This role offers the opportunity to enhance service delivery and contribute to operational success.

Qualifications

• Excellent communication and conversation skills in English.
• Good knowledge of Incident, Change and Problem Management.
• Advanced troubleshooting skills for technical issues.

Responsibilities

• Manage Service Desk activities and process handling.
• Liaise with the Service Manager.
• Help with development of Operational Reports.
• Drive automation and self-service improvements.
• Resolving technical issues via phone and chat.

Skills

Excellent communication skills

Incident management

Problem management

Service Desk operations

Advanced Active Directory management

O365 administration

Network troubleshooting

ITSM tools knowledge

Remote Desktop management

SCCM/Intune proficiency

Tools

ServiceNow

BeyondTrust

Job description

• 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 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, 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 ServiceNow for effective ticket management.
• Proficiency in BeyondTrust (Remote Support) for troubleshooting and assisting end users efficiently.