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For Companies At a Glance
- Tasks: Provide top-notch support for IT incidents and service requests while improving processes.
- Company: Join a dynamic team in Aberdeen, dedicated to excellent customer service.
- Benefits: Full-time role with opportunities for growth and skill development.
- Why this job: Be the go-to person for tech solutions and make a real difference every day.
- Qualifications: 3 years of Service Desk experience and ITIL certification required.
- Other info: Work onsite and thrive in a fast-paced, collaborative environment.
The predicted salary is between 28800 - 43200 £ per year.
Location: Aberdeen, UK
Employment Type: Full-Time Employee (FTE)
Work Arrangement: Onsite all days
Experience and Skills
- Graduate with at least 3 years of experience working in Service Desk personnel in the UK.
- 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 escalate 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
- Excellent customer service 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.
Certifications
- Must have ITIL certification.
Service Desk Analyst (L1 Support) employer: Hexaware Technologies UK Limited
Contact Detail:
Hexaware Technologies UK Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (L1 Support)
✨Tip Number 1
Network like a pro! Attend local tech meetups or online webinars related to Service Desk roles. It’s a great way to meet industry folks and get insider info on job openings that might not be advertised.
✨Tip Number 2
Practice your communication skills! Since you’ll be dealing with users daily, make sure you can explain technical issues in simple terms. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you’ve tackled tough technical issues in the past. This will demonstrate your ability to handle the unexpected calmly and effectively.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented Service Desk Analysts. Plus, it’s a straightforward way to ensure your application gets seen by the right people.
We think you need these skills to ace Service Desk Analyst (L1 Support)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Service Desk roles, especially any specific skills mentioned in the job description. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your skills can benefit our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills: Since good English communication is key for this role, make sure your application is clear and concise. We love seeing candidates who can express themselves well, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Hexaware Technologies UK Limited
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Incident, Change, and Problem Management. Be ready to discuss your experience with tools like SCCM, Intune, and ITSM platforms like ServiceNow. This will show that you're not just familiar with the role but also have hands-on experience.
✨Show Off Your Communication Skills
Since good English communication is key for this role, practice explaining technical concepts in simple terms. You might be asked to demonstrate how you'd handle a tricky support call, so think about how you can convey information clearly and professionally.
✨Prepare for Scenario Questions
Expect questions that put you in real-life situations, like troubleshooting a network issue or managing a high-priority ticket. Think through your past experiences and be ready to share specific examples of how you've successfully resolved issues under pressure.
✨Demonstrate Your Customer Service Skills
This role requires excellent customer service abilities, so be prepared to discuss how you handle difficult users or unexpected situations. Share stories that highlight your patience, understanding, and ability to remain calm while providing top-notch support.
