Service Desk L2 Analyst

Overview

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. Its 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 Version 1 does. 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.

We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Analyst

As an IT Service Desk Analyst, you are the first point of contact for technical support within the organization. Your role is to provide timely and professional assistance to resolve IT-related issues, helping your colleagues and our customers stay productive and meet their objectives. You take pride in delivering excellent customer service, applying your technical expertise, and ensuring a reliable IT infrastructure. Whether handling first-level queries or escalating more complex challenges or performing maintenance activities, you are committed to maintaining a smooth and efficient IT environment.

12-hour shifts with digital handovers to next shift.

The routine is four shifts of days, four off, four of nights, four off, then repeat.

Early shift: GMT 08:00hrs to 20:00hrs.

Late shift: GMT 20:00hrs to 08:00hrs.

Early shifts in the local office. Late shifts work from home.

Shift Allowance -10% on top of base salary

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. This role demands a strong understanding of cloud technologies, exceptional problem-solving skills, and the ability to provide exceptional support to our clients.

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

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.