ASPIRE GSC – Service Desk Level 1/Level 2 Analyst - Belfast Based

Company Description

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We are a core values‑driven company that hires people who share our values and rewards those who showcase and foster them; it is deeply embedded within our DNA. We invest in you, and you invest in us.

Job Description

Full‑time position – 12‑hour shifts with digital handovers to the next shift. Routine is four shifts of days, four off, four of nights, four off, then repeat. Early shift: GMT 08:00‑20:00. Late shift: GMT 20:00‑08:00. Early shifts are in the local office; late shifts are work‑from‑home.

Shift Allowance – 10% on top of base salary.

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it serves as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures and tooling. It is a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything we do. With a focus on supporting self‑service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

Key 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 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.

Qualifications

• 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 operating systems (preferable).

Why Version 1?

• Share in our success with a Quarterly Performance‑Related Profit Share Scheme, where employees collectively benefit from a share of our company’s profits.
• Strong career progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working; we understand life events and individual circumstances and offer flexibility to achieve a healthy work‑life balance.
• Financial well‑being initiatives including pension, private healthcare cover, life assurance, financial advice and an employee discount scheme.
• Employee well‑being schemes including gym discounts, bike‑to‑work, fitness classes, mindfulness workshops, employee assistance programme and more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications and accreditations, including AWS, Microsoft, Oracle and Red Hat.
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call‑Out’ platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

Version 1 is an equal‑opportunity employer. We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring, including those shaped by disability and neurodiversity.

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at Version 1. We will consider all requests carefully, respectfully and confidentially.

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