ASPIRE Global Service Centre – Service Desk Level 1/Level 2 Analyst

Version 1; Belfast City District; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Hybrid / Remote working flexibility

Quarterly profit share

Great Place to Work

Job summary

Version 1’s ASPIRE Global Service Centre is recruiting an experienced L1/L2 IT Service Desk Analyst to deliver frontline IT support for Microsoft 365, Windows, Active Directory, Azure and AWS environments. You’ll resolve incidents via ServiceNow and work with cloud, infrastructure and application teams to provide a great customer experience.

You’ll join a team that supports public sector and commercial clients, with rotating shifts including nights, weekends and holidays.

Qualifications

• 2 to 5 years’ experience within IT support or service desk.
• Strong L1/L2 troubleshooting across hardware, software, systems and networks.
• Hands-on experience with Microsoft 365 support.
• Good knowledge of Active Directory and Group Policy.
• Experience using ServiceNow or similar ITSM tooling.
• Understanding of ITIL processes; ITIL v4 certification is advantageous.
• Knowledge of Azure and/or AWS fundamentals.
• Exposure to Windows Server and Linux is beneficial.
• Strong communication and problem-solving with a customer focus.
• Ability to manage multiple incidents and priorities within SLA-driven environments.
• Flexibility to work in rotating shifts, including nights, weekends and holidays.

Responsibilities

• Provide L1/L2 technical support to users via phone, email and chat.
• Own incidents and service requests from triage to resolution or escalation.
• Troubleshoot hardware, software, Microsoft 365, Windows and network issues.
• Support Active Directory, Group Policy, user accounts and password management.
• Log and manage incidents through ServiceNow.
• Work to agreed SLAs and keep users informed during incident lifecycles.
• Monitor system alerts and proactively identify potential issues.
• Carry out system health checks, software updates and maintenance.
• Collaborate with cloud, infrastructure and specialist teams to resolve complex issues.
• Maintain technical documentation and contribute to knowledge base and continual service improvement.
• Support technology projects, upgrades and deployments where required.

Skills

IT support

L1/L2 troubleshooting

Microsoft 365

Active Directory

Group Policy

ServiceNow

ITIL v4

Azure/AWS fundamentals

Windows Server

Linux

Customer focus

Incident management

Tools

ServiceNow

Microsoft 365

Job description

• Full-time


• Department: ASPIRE GSC Service Desk

Company Description

Version 1is a trusted technology services and digital transformation partner, helping organisationsinnovate, modernise and maximise the value of their technology investments. Our expertise spanscloud, data & AI, enterprise applications, digital transformation and managed services, supporting leading public and private sector organisations.

At the heart of our Managed Services capability is theService Reliability Group (SRG), delivering business-critical services across:

• Application Managed Services


• Cloud Management & Optimisation (Azure, AWS and OCI)


• Infrastructure & Database Managed Services


• Digital Workplace & Service Desk Operations

Through ourASPIRE Managed Services Framework, SRG combinesAI, automation, technical expertise and continuous improvementto help customers improve service performance, resilience and business value.

Supporting customers acrosspublic sector, financial services and commercial organisations, our teams manage and optimise complex, business-critical technology environments while continually improving the services we deliver.

Job Description

oin Version 1’s ASPIRE Global Service Centre, the central hub of our Managed Services operations. ASPIRE goes beyond a traditional Service Desk, bringing together AI, automation, self-service and continuous improvement to deliver a modern support experience for our customers.

We’re looking for an experienced L1/L2 IT Service Desk Analyst who enjoys solving technical problems and delivering a great customer experience.

You’ll be at the frontline of IT support, working across Microsoft 365, Windows, Active Directory, Azure and AWS environments, using ServiceNow to manage incidents and service requests. You’ll have the opportunity to build your technical expertise while working alongside experienced infrastructure, cloud and application teams.

What You’ll Do:

• Provide L1/L2 technical support to users via phone, email and chat.


• Own incidents and service requests from initial triage through to resolution or escalation.


• Troubleshoot hardware, software, Microsoft 365, Windows and network issues.


• Support Active Directory, Group Policy, user accounts, access requests and password management.


• Log and manage incidents and requests through ServiceNow.


• Work to agreed SLAs, keeping users informed throughout the incident lifecycle.


• Monitor system alerts and proactively identify potential service issues.


• Carry out routine system health checks, software updates, patching and maintenance.


• Collaborate with cloud, infrastructure and specialist technical teams to resolve more complex issues.


• Maintain clear technical documentation and contribute to the knowledge base and continual service improvement.


• Support technology projects, upgrades and deployments where required.

Qualifications

What We’re Looking:

• 2 to 5 years’ experience within IT support, Service Desk or a similar technical support environment.


• Strong L1/L2 troubleshooting skills across hardware, software, systems and networks.


• Hands-on experience with Microsoft 365 support.


• Good knowledge of Active Directory and Group Policy.


• Experience using ServiceNow or similar ITSM tooling.


• Understanding of ITIL processes and best practices, with ITIL v4 certification advantageous.


• Knowledge of Azure and/or AWS fundamentals.


• Exposure to Windows Server and Linux would be beneficial.


• Strong communication and problem-solving skills with a genuinely customer-focused approach.


• Ability to manage multiple incidents and priorities within SLA-driven environments.


• Flexibility to work within a rotating shift pattern, including nights, weekends and holidays.

Additional Information

Why Version 1

• Be part of a global Oracle practice of 700+ specialists


• Over 500+ certified professionals across the entire Oracle ecosystem


• Work on large-scale, multi-pillar enterprise Oracle Cloud programmes


• Work with ahigh-performing, collaborative Oracle practice


• Oracle Innovation Partner of the Year 2023 (EMEA)


• We provide end-to-end Oracle business transformation services, including consulting and advisory services, implementation, integration and managed services


• Our expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clients


• Join an award-winning consultancy recognised for innovation and delivery excellence


• Clear career progression, strong leadership support, and genuine investment in your growth


• A culture that values expertise, autonomy, and doing things properly


• Strong career progression & mentorship through our Strength in Balance and leadership programmes, including quarterly Pathways Career Development reviews.


• Significant training budget for certifications and further education.


• Version 1 Annual Excellence Awards Call-Out recognition platform celebrating achievement.


• Moments that matter enhanced maternity/paternity leave policies to support your journey.


• Active ESG & CSR initiatives, allowing you to give back through fundraising, volunteering, and diversity, inclusion & belonging programmes.

Benefits include:

• Quarterly performance-related profit share


• Hybrid / Remote working flexibility


• Certified Great Place to Work for 10+ years running

We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 Careers