Overview
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. It orchestrates all operational workflows, processes, procedures, and tooling as part of Version 1 ASPIRE Managed Services, with AI, continuous improvement and business innovation at the heart of our approach. We focus on supporting self-service and automation using ServiceNow ITSM to provide an optimal customer experience. We are looking for a skilled and results-oriented IT Support Analyst based in Belfast or London. In this role, you will be the primary point of contact for technical support at customer sites in Dublin or London, as required, delivering prompt and professional assistance to resolve IT-related challenges and keep colleagues and customers productive. You will apply your technical expertise to maintain a dependable IT infrastructure, address first-line issues, escalate complex problems, and perform maintenance tasks to ensure an efficient IT environment. The ideal candidate will resolve advanced technical issues within Azure, AWS, Microsoft Office and Windows service environments, with in-depth knowledge of cloud technologies, strong problem-solving abilities, and a commitment to exceptional support. Attendance at the relevant Version 1 office is expected on an ad-hoc basis.
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 ServiceNow ITSM or Customer systems.
* Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
* 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.
* Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
* Monitor and manage system alerts to address potential issues before they escalate.
* Set up and configure new laptops, mobile devices, and peripherals.
* Liaise with 3rd party suppliers (e.g. Couriers, Vendors).
* Manage user accounts, permissions, and access rights.
* Install, update, and patch software applications according to company policy.
* Maintain inventory of IT equipment and manage equipment lifecycle.
* Perform scheduled maintenance, such as software updates, patch installations, and backups.
* Support audio/visual equipment for meeting rooms and company events.
* Collaborate with other IT teams to address complex or recurring problems.
* Test business continuity measures, including disaster recovery plans, to ensure readiness.
* Review and refine service desk documentation and processes regularly for efficiency and accuracy.
* Participate in IT projects, such as system upgrades or deployments, when required.
* 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.
* Package and deploy routine security updates.
* Remote support with occasional travel to customer sites in Dublin and London.
* Full time position - 08:00hrs to 18:00hrs working days except Bank Holidays, covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.
* Minimum of 3-5 years of experience in deskside support (Level 3).
Qualifications & Skills
* Strong customer service orientation with excellent communication skills and the ability to explain technical concepts to non-technical users.
* 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 with a commitment to high-quality support.
* Strategic thinking, decision-making, and the ability to manage multiple priorities and meet deadlines.
* Adaptability to evolving technologies and processes; strong analytical and reporting skills.
* Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
* Operating Systems: Windows, macOS, and mobile OS platforms (Android/iOS).
* Hardware & Software Troubleshooting: Diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications.
* Cloud & Virtualisation: Proficiency in Azure, AWS, VMware, and Citrix environments, including VDI and cloud-based endpoint management.
* Networking: TCP/IP, DNS, DHCP, VPNs, firewalls; CCNA or equivalent certification often preferred.
* Security & Compliance: Endpoint protection tools, patching cycles, encryption, and identity/access management.
* Automation & Scripting: PowerShell, Bash, or Python for automating tasks and managing configurations.
* Application Packaging: Knowledge of Microsoft Intune, Patch My PC, MSI installers, PowerShell, and related tooling; familiarity with Linux/macOS, and Active Directory & Group Policy.
* Experience with remote support tools; proficiency in Azure Active Directory and Group Policy.
* Mobility and physical capability to lift/transport equipment and access various office areas (including under desks and in server/Comms rooms).
* Occasional after-hours support for critical issues or scheduled maintenance.
Organization & Benefits
Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions. We partner with leading technology providers including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring customers receive high-quality solutions and services. We are an award-winning employer with strong values and a focus on employee wellbeing and career development. Benefits include: quarterly profit sharing, career development programs, flexible/remote working, pension and private healthcare, life assurance, employee discounts, wellbeing programs, generous holiday allowance, maternity/paternity leave, education assistance, and awards programs. We also engage in environmental, social and community initiatives as part of our diversity and inclusion efforts.
#J-18808-Ljbffr