Remote IT Service Desk Analyst – Azure/AWS/Windows

Version 1; Belfast City District; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Profit share

Career development

Flexible/remote work

Private healthcare

Pension

Life assurance

Gym discounts

Employee assistance

Education support

Certifications sponsorship

Job summary

Version 1 is seeking an experienced Level 1/2 IT Service Desk Analyst to join our ASPIRE Global Service Centre in Belfast. You will be the first point of contact for IT support, handling incidents, requests and triage to keep colleagues productive.

You will work with Azure, AWS, Office 365 and Windows environments, applying ITIL practices and striving for SLA-compliant resolutions while delivering excellent customer service.

Qualifications

• 2–5 years IT support experience.
• Experience in a service desk role.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with commitment to 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 365 Support.
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Active Directory and Group Policy Support.
• Technical proficiency in Windows Server and Linux.

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 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 escalate.
• 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.

Skills

IT support

Service desk

ITIL knowledge

Customer service

Problem solving

Communication

Education

ITIL v4 certification

Tools

ServiceNow

Active Directory

Group Policy

Windows Server

Linux

Job description

Version 1 is seeking an experienced Level 1/2 IT Service Desk Analyst to join our ASPIRE Global Service Centre in Belfast. You will be the first point of contact for IT support, handling incidents, requests and triage to keep colleagues productive.

You will work with Azure, AWS, Office 365 and Windows environments, applying ITIL practices and striving for SLA-compliant resolutions while delivering excellent customer service.