FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Service Desk Analyst
MAG (Airports Group). Act as the first point of contact for all IT incidents and service requests .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management and troubleshooting techniques, with a strong focus on customer service and effective communication. Proficient in using IT Service Management tools and maintaining service desk KPIs and SLAs.
Highest-signal resume keywords
Incident ManagementIT Service Management ToolsMicrosoft WindowsMicrosoft OfficeActive Directory
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTroubleshooting TechniquesService Desk KPIsService Desk SLAsITIL Practices
Soft Skills
Customer ServiceClear CommunicationAttention to DetailOwnershipCollaboration
Tools & Technologies
ServiceNow
Industry Keywords
IT SupportTechnical InformationFast-Paced EnvironmentKnowledge Base Development
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Act as the first point of contact for all IT incidents and service requests
- Deliver excellent customer service and clear communication to users at all levels across the business
- Take ownership of incidents and service requests through to resolution or appropriate escalation
- Diagnose, categorise and prioritise tickets in line with agreed processes and service levels
- Work closely with internal technology teams and third-party providers to resolve issues
- Support users face-to-face through booked appointments when required
- Monitor alerting systems and identify potential major incidents before they impact operations
- Escalate critical incidents appropriately and support major incident processes
- Maintain accurate records and contribute to the ongoing development of the knowledge base
- Support continuous improvement by identifying trends and recurring issues
- Help the team achieve and exceed service desk KPIs and SLAs
Requirements
What you’ll need- Experience working in a customer service or IT support environment
- Strong written and verbal communication skills with the ability to explain technical information clearly
- A good understanding of incident management and troubleshooting techniques
- Excellent attention to detail and a methodical approach to work
- The ability to prioritise effectively and work calmly in a fast-paced environment
- A strong sense of ownership and professionalism
- Experience using IT Service Management tools, ideally ServiceNow
- Good knowledge of Microsoft Windows and Microsoft Office
- Working knowledge of Active Directory
- An understanding of ITIL practices
- A collaborative mindset with the confidence to work independently when needed
Benefits
Comp & perks- Flexible and generous company pension plan with company contributions up to 10%
- 24 days holiday plus bank holidays
- Free parking
- Subsidised public transport
- Huge range of company discounts
- Two volunteering days per year
- Free Virtual GP service, available 24/7
- Care Concierge service