Service Desk Analyst L1

Technopride Ltd | Full time

Aberdeen, United Kingdom | Posted on 11/03/2026

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• Date Opened 11/03/2026
• Job Type Full time
• Industry IT Services
• Work Experience 5+ years
• City Aberdeen
• Province Aberdeenshire
• Country United Kingdom
• Postal Code AB10

We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market. 

Role: Service Desk Analyst L1 

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 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. 

  

 

 

 

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