Service Desk L1 L2 Analyst

Overview

We are seeking an experienced and resultsdriven Level 1 / Level 2 Service Desk Analyst to join our dynamic IT team who excels in both customerfacing and internal backoffice technical duties. This role demands a proactive solutionoriented individual who can handle a variety of technical issues while maintaining a high level of customer satisfaction. The ideal candidate will have a strong technical background excellent communication skills and the ability to work efficiently in a dynamic environment.

The Service Desk sits within the ASPIRE Global Service Centre which 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. Our ASPIRE Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shiftleft and automation we utilise the best digital capabilities of the ServiceNow ITSM tooling product.

Key Responsibilities:

• Respond to and resolve IT service requests and incidents via phone email or chat in a timely and professional manner.
• Diagnose and troubleshoot software and network issues across a variety of platforms and environments.
• Escalate complex issues to higherlevel support teams when necessary and follow up to ensure resolution.
• Maintain accurate records of all user interactions and technical solutions in the ServiceNow ITSM solution.
• Provide remote support and guidance to users for various ITrelated issues.
• Install configure and update software applications and operating systems.
• Perform routine maintenance and updates on IT equipment to ensure optimal performance.
• 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.

Education:

• ITIL Version 4 Foundation Level certification

Experience:

• Extensive experience in a service desk role.
• Extensive knowledge of ITSM practices and operational tooling.

Skills:

• Attention to detail and accuracy.
• Strong organizational and time management skills.
• Ability to handle multiple tasks and priorities in a fastpaced environment.
• A proactive approach to learning and problemsolving.
• Strong interpersonal skills and the ability to build positive relationships with colleagues and users.
• Excellent communication and customer engagement skills.
• Proficiency in ServiceNow ITSM practices and technologies.

Key Competencies:

• Broad thinking and decisionmaking.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.

Qualifications :

• Proven experience in a Level 1/Level 2 IT support role.
• Strong technical proficiency in Windows macOS and Linux operating systems.
• Solid understanding of networking principles and protocols.
• Excellent problemsolving and diagnostic skills.
• Strong customer service and communication skills.
• Ability to work effectively in a fastpaced highpressure environment.
• Flexibility to work in a rotating shift pattern including nights weekends and holidays.
• Relevant IT certifications.

Additional Information :

At Version 1 we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing professional growth and financial stability. 

One of our standout advantages is the ability to work with a hybrid schedule along with business travel allowing our employees to strike a balance between work and life. We also offer a range of techrelated benefits including an innovative Tech Scheme to help keep our team members uptodate with the latest technology. 

We prioritise the health and safety of our employees providing private medical and life insurance coverage as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations including AWS Microsoft Oracle and Red Hat. 

Our employeedesigned Profit Share scheme divides a portion of our companys profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential offering Pathways Career Development Quarterly a programme designed to support professional growth.

Remote Work :

No

Employment Type :

Fulltime