IT Service Desk Analyst L1–L2 | Hybrid/Remote Support

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

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.