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

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. Skills, Education & 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 (preferable) operating systems. 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, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.  We’re an award-winning employer reflecting how our employees are at the very heart of  what we do:  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’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!.  Why Version 1?  At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.  Share in our success with our 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, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance  Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme  Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much 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.  And many more exciting benefits… drop us a note to find out more.     Version 1 is an equal opportunities 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