ASPIRE GSC Service Desk Analyst

Version 1; Belfast City District; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Flexible/remote working

Quarterly profit sharing

Career progression & mentorship

Pension

Private healthcare

Wellbeing programs

Job summary

Version 1 is seeking an experienced IT Service Desk Analyst (Level 1/2) to be the first line of support for our IT environment. You will troubleshoot issues across Azure, AWS, Microsoft Office 365, and Windows, handling incidents and requests with professionalism and a strong customer focus.

Join a team that values continuous improvement, documentation, and collaboration. This role offers flexible/remote working and opportunity to grow within a cloud-enabled IT service ecosystem.

Qualifications

• 2–5 years of IT support experience.
• Strong understanding of IT infrastructure and troubleshooting methods.
• Experience with ServiceNow or similar service-desk tools.
• ITIL frameworks knowledge; ITIL v4 cert preferred.
• Excellent communication and customer-focused mindset.
• Proficiency in Microsoft 365 support.
• Knowledge of AWS and Azure fundamentals.
• Proficiency with Active Directory and Group Policy.
• Technical skills in Windows Server and Linux.

Responsibilities

• Serve as first point of contact for technical support via phone, email, or chat.
• Log and manage incidents and service requests in the ticketing system.
• Perform initial triage,Diagnosis and troubleshooting of IT issues.
• Escalate unresolved issues to higher levels or specialized teams.
• Support user account management including password resets.
• Ensure incidents are resolved within SLAs and document resolutions.
• Maintain IT knowledge base and contribute to documentation.
• Deliver excellent customer service and build end-user relationships.
• Collaborate with IT teams on complex or recurring problems.

Skills

Communication

Problem-solving

Multitasking

Customer-focused

Analytical reporting

Strategic thinking

Education

ITIL v4 certification preferred

Tools

ServiceNow

Active Directory

Group Policy

Windows Server

Linux

AWS

Azure

Microsoft 365

Job description

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Analyst.

As an IT Service Desk Analyst, you are the first point of contact for technical support within the organization. Your role is to provide timely and professional assistance to resolve IT-related issues, helping your colleagues and our customers stay productive and meet their objectives. You take pride in delivering excellent customer service, applying your technical expertise, and ensuring a reliable IT infrastructure. Whether handling first-level queries or escalating more complex challenges or performing maintenance activities, you are committed to maintaining a smooth and efficient IT environment.

The successful candidate will play a critical role in managing and resolving complex technical issues within our Azure, AWS, Microsoft Office, and Windows service environments. This role demands a strong understanding of cloud technologies, exceptional problem-solving skills, and the ability to provide exceptional support to our clients.

Key Responsibilities:

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in the ticketing system.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, and network problems.
• Escalate unresolved issues to higher support levels or specialized teams as needed.
• Provide support for user account management, such as password resets and access requests.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end-users.
• Monitor system performance and identify potential issues proactively.
• Collaborate with other IT teams to address complex or recurring problems.
• Participate in IT projects, such as system upgrades or deployments, when required.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Perform scheduled maintenance, such as software updates, patch installations, and backups.
• Monitor and manage system alerts to address potential issues before they escalation.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.

Qualifications

Skills, Education & Qualifications:

• Minimum of 2-5 years of experience in IT support
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office 365 Support.
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Active Directory and Group Policy Support
• Technical proficiency in Windows Server and Linux (preferable) operating systems.

Additional Information

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectivelybenefitfrom a share of our company's profits

Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme

Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance

Financial Wellbeing initiativesincluding;Pension, Private Healthcare Cover, Life Assurance, Financialadviceand an Employee Discount scheme

Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies

Educationalassistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat

Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.

Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

Version1 is an equal opportunities employer.

We are committed to building a diverse,inclusiveand respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity.

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at Version 1. We will consider all requests carefully,respectfullyand confidentially.

Company Description

Version 1 has celebrated30 yearsinbusinessand continues to be trusted by global brands to delivertechnology and transformationsolutions that drive customer success. Ourdeepexpertiseenables our customers to navigate the rapidlyevolving technology landscape. We foster strong partnerships withglobal technology leadersincluding Microsoft, AWS, Oracle, Red Hat,OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’rean award-winning employer reflecting how our employees are at the very heartof whatwe do:

10+ years as a Great Place to Work in Ireland & UK

Best Workplace for Women in the UK & Ireland by GPTW

Best Workplace for Wellbeing in the UK by GPTW

We’rea corevalues drivencompany, we hire people who share our values, and we reward those who display and foster them,it’sdeeply embedded within our DNA. Invest in us andwe’llinvest in you!.