Service Desk Analyst: ITSM, AD & O365 Expert

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

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.