At a Glance
- Tasks: Handle incidents and service requests while providing top-notch customer support.
- Company: Join a dynamic team in Aberdeen, UK, focused on IT service excellence.
- Benefits: Permanent position with opportunities for growth and skill development.
- Other info: Collaborative environment with a focus on teamwork and professional development.
- Why this job: Make a real difference by solving technical issues and improving processes.
- Qualifications: 3 years of service desk experience and ITIL certification required.
The predicted salary is between 30000 - 42000 £ per year.
Location: Aberdeen, UK
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 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 employer: Technopride Ltd
As an AWS Architect at our London-based company, you will thrive in a dynamic and flexible work environment that champions innovation and collaboration. We offer competitive benefits, a strong focus on employee growth through continuous learning opportunities, and a culture that values diversity and teamwork. Join us to be part of a forward-thinking team dedicated to building cutting-edge cloud solutions while enjoying the perks of hybrid working.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst L1
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research common questions for Service Desk Analyst roles and practice your responses. We recommend using the STAR method to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Show off your tech skills! Be ready to demonstrate your knowledge of tools like SCCM, Intune, and ITSM platforms during interviews. A hands-on approach can really set you apart from other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst L1
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 Service Desk Analyst role and how your skills can benefit us at StudySmarter. Keep it friendly and professional.
Show Off Your Communication Skills:Since good English communication is key for this role, make sure your application is clear and concise. We love a well-structured application that reflects your ability to communicate effectively!
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 Technopride Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of Incident, Change, and Problem Management. Be ready to discuss how you've handled similar situations in the past, as this will show that you understand the core responsibilities of a Service Desk Analyst.
✨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 describe how you would troubleshoot a common issue, so think about how you'd communicate that clearly and professionally.
✨Familiarise Yourself with Tools
Get comfortable with ITSM tools like ServiceNow and remote support tools like BeyondTrust. If you have experience with SCCM or Intune, be prepared to share specific examples of how you've used these tools to manage tickets or support users.
✨Demonstrate Your Customer Service Skills
Prepare to give examples of how you've handled difficult customer interactions in the past. Highlight your patience and problem-solving abilities, as well as any strategies you use to stay calm under pressure. This will show that you're not just technically skilled, but also a great team player.
