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

Overview

Role Overview:
We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Analyst to provide timely and professional assistance to resolve IT-related issues, helping colleagues and customers stay productive and meet their objectives.

• 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.
• Escalate unresolved issues to higher support levels or specialized teams as needed.

The successful candidate will play a critical role in managing and resolving complex technical issues within our Azure, AWS, Microsoft Office, and Windows service environments, requiring a strong understanding of cloud technologies, exceptional problem-solving skills, and the ability to provide exceptional support to our clients.

• 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 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

• Quarterly Performance-Related Profit Share Scheme
• Flexible/remote working
• 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