Role: Service Desk Analyst L2
Experience: 4+years
Location: Aberdeen
Work mode: Onsite
- 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