обновлено 2 дня назад
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
Service Desk Analyst (ServiceNow/ITIL): Providing technical support across managed services environments by owning incidents and requests, investigating issues, resolving them or escalating them appropriately with an accent on customer communication, ticket quality, and service-level performance. Focus on structured troubleshooting, queue and SLA management, knowledge sharing, and continual service improvement.
Location: Hybrid in Aberdeen or Glasgow, Scotland, United Kingdom
Company
Provides business technology solutions and managed services for clients in the energy, public and finance sectors.
What you will do
- Own assigned incidents and requests from investigation through resolution, fulfilment or escalation.
- Provide technical support across customer environments while following service levels, procedures and customer commitments.
- Maintain accurate ticket categorisation, prioritisation, documentation, ownership and customer updates.
- Monitor queues, ageing work and SLA risks, escalating issues to the appropriate resolver teams.
- Create knowledge articles and technical documentation, identify recurring issues and contribute to continual service improvement.
- Collaborate with Service Desk, Customer Operations, Technical Services and other resolver teams during normal operations and periods of high demand.
Requirements
- Experience in an MSP, managed services or enterprise Service Desk environment.
- Experience providing technical support within defined service levels and managing incidents and requests through resolution or escalation.
- Knowledge of ITIL-based Incident, Request, Knowledge, Problem and Change Management.
- Experience with ServiceNow or an equivalent ITSM platform.
- Technical knowledge of Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication, MFA, endpoints and business applications.
- Strong troubleshooting, customer service, communication, organisation and workload-management skills.
Nice to have
- ITIL qualification or equivalent experience.
- Experience supporting energy, oil and gas or other regulated-sector customers.
- Knowledge of ISO/IEC 20000, ISO 27001 or equivalent standards.
- Experience with ServiceNow ITSM, knowledge management, reporting or operational dashboards.
- Relevant Microsoft technical certifications or experience with major incident, problem management, continual service improvement or service transition activities.
Culture & Benefits
- Flexible working arrangements intended to support work-life balance.
- Personalised career development plans and learning opportunities.
- Generous annual leave and enhanced family-friendly benefits.
- Pension scheme, private health, wellbeing and insurance schemes, employee assistance programme and discounted cash plan.
- Inclusive workplace with equal-opportunity employment practices.
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