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- Tasks: Manage service desk activities and resolve technical issues with a friendly approach.
- Company: Join a dynamic team in Aberdeen, UK, focused on IT service excellence.
- Benefits: Enjoy competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real impact by improving service processes and enhancing user experiences.
- Qualifications: 3+ years in service desk roles and ITIL certification required.
- Other info: Great opportunity for career growth in a fast-paced tech environment.
The predicted salary is between 36000 - 60000 £ per year.
Location: Aberdeen, UK
Job Type: FTE
Graduate with Minimum 3+ years of experience in Service Desk.
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.
Soft Skills
- Should possess excellent customer handling skills.
- Ability to handle unforeseen situations.
- High level of acceptance and understanding in dealing with end users and situations.
- Able to work under pressure, excellent team player, well organized with strong problem-solving skills, has process skills, and is respectful to users.
Certifications
Candidate to be ITIL certified.
Service Desk Analyst L2 in Aberdeen employer: FalconSmartIT
Contact Detail:
FalconSmartIT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst L2 in Aberdeen
✨Tip Number 1
Network your way into the role! Reach out to current employees on LinkedIn or other platforms. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk scenarios. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've resolved technical issues in the past, especially those that required advanced troubleshooting.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you're serious about joining our team.
We think you need these skills to ace Service Desk Analyst L2 in Aberdeen
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst L2 role. Highlight your experience in incident management, troubleshooting, and any relevant IT certifications. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since excellent communication is key for this role, use your application to showcase your conversation skills. Whether it's through your cover letter or CV, let us know how you effectively communicate with users and resolve issues.
Be Specific About Your Experience: When detailing your past roles, be specific about your responsibilities and achievements. Mention any tools you've used, like ServiceNow or BeyondTrust, and how you've contributed to service improvements. We love seeing concrete examples!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining the StudySmarter team!
How to prepare for a job interview at FalconSmartIT
✨Know Your Stuff
Make sure you brush up on your knowledge of Incident, Change, and Problem Management. Be ready to discuss specific examples from your past experience where you've successfully managed these processes. This will show that you not only understand the theory but can apply it in real-world situations.
✨Communication is Key
Since excellent communication skills are a must for this role, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with a friend or using video recordings to refine your delivery. Remember, it's not just about what you say, but how you say it!
✨Showcase Your Troubleshooting Skills
Prepare to discuss advanced troubleshooting scenarios you've encountered, especially related to O365, Active Directory, and network issues. Think of specific challenges you faced and how you resolved them. This will demonstrate your technical prowess and problem-solving abilities.
✨Be Ready to Discuss Automation
Since driving automation and self-service improvements is part of the job, come prepared with ideas or examples of how you've implemented such changes in previous roles. Highlight any tools or methods you've used to reduce manual effort and improve efficiency.
