ASPIRE GSC – Service Desk Level 1​/Level 2 Analyst

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, Out Systems 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.

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 Service Now ITSM tooling product to provide the very best experience to our customers.

• 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., Service Now).
• 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…