ASPIRE GSC – Level 1/Level 2 Service Desk Analyst

About Version 1

Version 1, a technology solutions provider with over 30 years of experience, serves global clients by delivering transformative services and advancing customer success. The company partners with industry leaders like Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake to ensure high-quality offerings. With a workforce exceeding 3300 and revenues surpassing €350 million, Version 1 has earned numerous workplace accolades for culture, wellbeing, and diversity.

Role Overview

The ASPIRE Global Service Centre functions as the operational core for delivering comprehensive service management. Utilizing AI, continuous improvement, and advanced digital tools such as ServiceNow ITSM, it elevates traditional service desk functions into a centralized hub managing workflows and customer support efficiently.

We seek an accomplished Level 1/Level 2 IT Service Desk Analyst to serve as the initial contact for technical assistance. This pivotal position involves prompt issue resolution, maintaining IT infrastructure stability, and providing outstanding customer support. The analyst will handle queries ranging from simple to complex, support cloud and Microsoft platforms, and contribute to service enhancement initiatives.

Key Responsibilities

• Act as the primary contact for IT support requests through various communication channels.
• Record, track, and manage incidents, requests, and queries using the ticketing system.
• Conduct preliminary diagnosis and troubleshoot issues related to hardware, software, and networks.
• Escalate unresolved cases to advanced support tiers or specialized teams.
• Facilitate user account services including password resets and access management.
• Ensure issues are resolved within agreed Service Level Agreements.
• Document incident details, solutions, and troubleshooting procedures accurately.
• Support creation and upkeep of the IT knowledge base.
• Provide excellent customer service, fostering strong user relationships.
• Monitor system performance to proactively identify and mitigate potential issues.
• Collaborate with IT teams to solve complex or recurring problems.
• Participate in IT-related projects such as upgrades and deployments.
• Perform routine health checks and schedule maintenance including patching, updates, and backups.
• Respond to system alerts and ensure business continuity through testing disaster recovery plans.
• Continuously improve service desk documentation and processes.
• Commit to ongoing professional development to stay abreast of IT trends.
• Adopt flexible work patterns including rotating shifts covering nights, weekends, and holidays.

Qualifications & Skills

• Between 2 to 5 years’ experience in an IT support or service desk capacity.
• Proficient understanding of infrastructure, systems, and troubleshooting techniques.
• Experience using service desk tools such as ServiceNow.
• Knowledge of ITIL framework; ITIL v4 certification is advantageous.
• Excellent communication, interpersonal, and problem-solving skills.
• Customer-centric approach with dedication to high-quality assistance.
• Strong decision-making, multitasking, and adaptability skills.
• Good analytical and reporting capabilities.
• Familiarity with Microsoft Office 365, AWS, Azure fundamentals, Active Directory, and Group Policy management.
• Technical competence in Windows Server with preferred knowledge in Linux operating systems.

Additional Information

Version 1 supports employee wellbeing and growth through comprehensive benefits including profit sharing, career development programs, flexible working options, financial wellbeing initiatives like pension matching and private healthcare, employee assistance, wellness activities, generous leave policies, and educational support for certifications.

The company fosters an inclusive and diverse environment encouraging applications from all backgrounds and accommodates accessibility needs during recruitment confidentially.