2 дня назад
Senior Service Desk Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Service Desk Analyst (ITSM/Managed Services): Supporting enterprise customers across managed service environments by owning incidents and requests from investigation through resolution or escalation, with an accent on technical troubleshooting, service quality, and customer communication. Focus on managing complex issues, maintaining ITIL-based processes and ServiceNow records, improving first-time resolution, and providing technical guidance to service desk colleagues.
Location: Hybrid in Aberdeen or Glasgow, Scotland, United Kingdom
Company
Business technology solutions provider serving the energy, public and finance sectors through technology platforms, data and business applications.
What you will do
- Own assigned incidents and requests from initial investigation through resolution, fulfilment or escalation.
- Provide technical support across managed service and enterprise customer environments while meeting service levels and customer commitments.
- Investigate complex or sensitive issues involving Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication, MFA, endpoints and business applications.
- Maintain accurate ticket categorisation, prioritisation, documentation, ownership and customer communication throughout the ticket lifecycle.
- Monitor queues, ageing tickets, SLA risks and operational issues, escalating work to the appropriate resolver teams.
- Create knowledge articles, support continual service improvement, and provide technical guidance to less experienced colleagues.
Requirements
- Significant experience in an MSP, managed services or enterprise service desk environment.
- Experience supporting enterprise customers and managing incidents and requests through investigation, resolution, fulfilment or escalation.
- Strong understanding of ITIL-based Incident, Request, Knowledge, Problem and Change Management.
- Experience with ServiceNow or an equivalent ITSM platform.
- Strong troubleshooting, customer service, communication, prioritisation and stakeholder management skills.
- Ability to provide technical guidance, maintain accurate service records and work methodically under pressure.
Nice to have
- ITIL v4 qualification or equivalent experience.
- Experience supporting energy, oil and gas or other regulated environments.
- Knowledge of ISO/IEC 20000, ISO 27001 or equivalent standards.
- Experience mentoring colleagues, contributing to Problem Management or Continual Service Improvement, or supporting service transition.
- Relevant Microsoft technical certifications.
Culture & Benefits
- Inclusive workplace focused on collaboration, accountability and equal opportunities.
- Personalised career development plans and learning opportunities.
- Flexible work arrangements supporting work-life balance.
- Generous annual leave, enhanced family-friendly benefits and a pension scheme.
- Private health, wellbeing and insurance schemes, an employee assistance programme and discounted cash plan.
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