ASPIRE Global Service Centre – Service Desk Level 1/Level 2 Analyst

Employment: Full-time Experience level: Mid-Senior Level Job Description oin Version 1’s ASPIRE Global Service Centre , the central hub of our Managed Services operations. ASPIRE goes beyond a traditional Service Desk, bringing together AI, automation, self-service and continuous improvement to deliver a modern support experience for our customers. We’re looking for an experienced L1/L2 IT Service Desk Analyst who enjoys solving technical problems and delivering a great customer experience. You’ll be at the frontline of IT support, working across Microsoft 365, Windows, Active Directory, Azure and AWS environments , using ServiceNow to manage incidents and service requests. You’ll have the opportunity to build your technical expertise while working alongside experienced infrastructure, cloud and application teams. What You’ll Do: Provide L1/L2 technical support to users via phone, email and chat. Own incidents and service requests from initial triage through to resolution or escalation . Troubleshoot hardware, software, Microsoft 365, Windows and network issues . Support Active Directory, Group Policy, user accounts, access requests and password management . Log and manage incidents and requests through ServiceNow . Work to agreed SLAs , keeping users informed throughout the incident lifecycle. Monitor system alerts and proactively identify potential service issues. Carry out routine system health checks, software updates, patching and maintenance . Collaborate with cloud, infrastructure and specialist technical teams to resolve more complex issues. Maintain clear technical documentation and contribute to the knowledge base and continual service improvement . Support technology projects, upgrades and deployments where required. Qualifications What We’re Looking: 2 to 5 years’ experience within IT support, Service Desk or a similar technical support environment. Strong L1/L2 troubleshooting skills 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 and best practices, with ITIL v4 certification advantageous. Knowledge of Azure and/or AWS fundamentals. Exposure to Windows Server and Linux would be beneficial. Strong communication and problem-solving skills with a genuinely customer-focused approach. Ability to manage multiple incidents and priorities within SLA-driven environments. Flexibility to work within a rotating shift pattern, including nights, weekends and holidays. Additional Information Why Version 1 Be part of a global Oracle practice of 700+ specialists Over 500+ certified professionals across the entire Oracle ecosystem Work on large-scale, multi-pillar enterprise Oracle Cloud programmes Work with a   high-performing, collaborative Oracle practice Oracle Innovation Partner of the Year 2023 (EMEA) We provide end-to-end Oracle business transformation services, including consulting and advisory services, implementation, integration and managed services Our expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clients Join an award-winning consultancy recognised for innovation and delivery excellence Clear career progression, strong leadership support, and genuine investment in your growth A culture that values expertise, autonomy, and doing things properly Strong  career progression & mentorship  through our  Strength in Balance  and leadership programmes, including quarterly  Pathways Career Development reviews . Significant  training budget  for certifications and further education. Version 1 Annual Excellence Awards  &  Call-Out  recognition platform celebrating achievement. Moments that matter  & enhanced  maternity/paternity leave policies  to support your journey. Active  ESG & CSR initiatives , allowing you to give back through fundraising, volunteering, and diversity, inclusion & belonging programmes. Benefits include: Quarterly  performance-related profit share Hybrid / Remote  working flexibility Pension, private healthcare, life assurance  cover Certified  Great Place to Work  for 10+ years running  If you’re an experienced Service Desk Analyst who enjoys solving technical problems, supporting customers and developing your skills in a modern Managed Services environment, we’d love to hear from you. Malti Sharma, Senior Talent Acquisition Consultant – Enterprise Applications & SRG #LI-MS3   #LI-Hybrid    We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 Careers  Please note: We have an internal recruitment team and do not accept agency candidates. If you want to join the team here at Version 1, get in touch with us directly!  Company Description Version 1  is a trusted technology services and digital transformation partner, helping organisations  innovate, modernise and maximise the value of their technology investments . Our expertise spans  cloud, data & AI, enterprise applications, digital transformation and managed services , supporting leading public and private sector organisations. At the heart of our Managed Services capability is the  Service Reliability Group (SRG) , delivering business-critical services across: Application Managed Services Cloud Management & Optimisation (Azure, AWS and OCI) Infrastructure & Database Managed Services Digital Workplace & Service Desk Operations Through our  ASPIRE Managed Services Framework , SRG combines  AI, automation, technical expertise and continuous improvement  to help customers improve service performance, resilience and business value. Supporting customers across  public sector, financial services and commercial organisations , our teams manage and optimise complex, business-critical technology environments while continually improving the services we deliver.