At a Glance
- Tasks: Handle IT incidents and service requests while providing top-notch customer support.
- Company: Join a leading IT solutions provider in the UK and EU market.
- Benefits: Permanent position with opportunities for growth and skill development.
- Other info: Dynamic team environment with a focus on innovation and improvement.
- Why this job: Be the go-to person for tech support and make a real difference in users' experiences.
- Qualifications: 3 years of Service Desk experience and ITIL certification required.
The predicted salary is between 33750 - 41250 £ per year.
Aberdeen, United Kingdom | Posted on 11/03/2026
We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market.
Job Description
- Role: Service Desk Analyst L1
- Is it Permanent / Contract: Perm
- Is it Onsite/Remote/Hybrid: onsite
- No. of Positions: 1
Experience and Skills
- Graduate with at least 3 years of experience working in Service Desk personnel in 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, Share Point, and One Drive.
- 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 escalating unresolved problems to prevent business interruptions.
- Update incident records with all relevant details to help with knowledge sharing.
- Use ITSM tools like Service Now for managing tickets.
- Use Beyond Trust 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.
- #J-18808-Ljbffr
Service Desk Analyst L1 employer: Technopride Ltd
As a Service Desk Analyst L1 in Aberdeen, you will join a dynamic team dedicated to delivering exceptional IT solutions and services. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, ensuring you can advance your career while enjoying a supportive environment. With a focus on innovation and efficiency, we encourage our employees to contribute ideas that enhance our service delivery, making this an exciting place to work for those seeking meaningful and rewarding employment.
