Service desk analyst Work, Jobs in Cults, Abe (with Salaries)

Service Desk Analyst L2
FalconSmartIT —Aberdeen
- Full-time
- English
- Driving
- SharePoint
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Service Desk Analyst L2

FalconSmartIT
Aberdeen

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Job details

Full-time

Qualifications

ITIL Certification
SCCM
Ticket management
English
DHCP
Driving
Remote access software
DNS
Bomgar
SharePoint
ServiceNow
Problem management
Communication skills
Active Directory
Intune
VPN

Full job description

Job Role: Service Desk Analyst L2

Location: Aberdeen, UK

Job Type: FTE

Job Description -

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

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