Service Desk L1/L2 Analyst
Company Description Version 1 are a true global leader in business transformation. For nearly three decades, we have been strategically partnering with customers to go beyond expectations through the power of cutting-edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global, private brands. We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model – a balanced focus across our customers, our people and a strong organisation. This model is guided by core values that are embedded in every aspect of what we do. Our customers’ need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners – Oracle, Microsoft, AWS, Red Hat, and Snowflake – help us tackle any challenge by leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves into the world of our customers to truly understand the unique challenges they face. Our teams, made up of highly skilled, passionate individuals, act with agility and integrity. We continually invest in their development and foster a culture that encourages collaboration and innovation. This is a reflection of our Strength in Balance model, which emphasises a balanced focus on our customers, our people, and a strong organisation. Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their business objectives and strategic initiatives. We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business. Go beyond simply ‘keeping the lights on’ and embrace the potential of our ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything we do. From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sector expertise and experience. Job Description
- Onsite role, Belfast, UK
- Full time position - 12-hour shifts with digital handovers to next shift. Routine is four shifts of days, four off, four of nights, four off, then repeat. Early shift: GMT 08:00hrs to 20:00hrs. Late shift: GMT 20:00hrs to 08:00hrs. Early shifts in the local office. Late shifts work from home.
- Shift Allowance -10% on top of base salary
- Department: ASPIRE Managed Services
- Practice: Services Reliability Group
- Vetting Requirements: SC Clearance/CTC Clearance level is mandatory.
- 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 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.
- Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.
- Minimum of 2-5 years of experience in IT support
- Experience in a service desk support role.
- 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.