IT Service Desk Analyst — Cloud, Automation & Remote Support

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

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.