Service Desk Analyst

Hexaware Technologies Limited; Aberdeen City; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology services provider in Aberdeen is looking for a Service Desk Specialist with at least 3 years of experience. This role requires strong communication skills and the ability to troubleshoot technical issues effectively. Key responsibilities include managing incidents and service requests, providing support for Microsoft 365, and utilizing ITSM tools. Candidates should be detail-oriented and capable of working under pressure in a team. This position offers an excellent opportunity to contribute to improved IT service delivery.

Qualifications

• Graduate with at least 3 years of experience in a Service Desk role.
• Versant Score of 70 or higher.
• Basic knowledge of Incident, Change, and Problem Management.

Responsibilities

• Take full responsibility for handling Incidents and Service Requests.
• Manage Active Directory tasks and provide support for Microsoft 365 services.
• Monitor and manage IT service tickets to ensure timely resolution.

Skills

Good English communication skills

Ability to handle unexpected situations calmly

Troubleshooting network problems

Organizational skills

Tools

ServiceNow

SCCM

Intune

BeyondTrust

Job description

Graduate with at least 3 years of experience working in a Service Desk.

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 elevate 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

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.