ASPIRE Global Service Centre – Service Desk Level 1/Level 2 Analyst

Company Description

Version 1  is a trusted technology services and digital transformation partner, helping organisations  innovate, modernise and maximise the value of their technology investments . Our expertise spans  cloud, data & AI, enterprise applications, digital transformation and managed services , supporting leading public and private sector organisations.

At the heart of our Managed Services capability is the  Service Reliability Group (SRG) , delivering business-critical services across:

- Application Managed Services
- Cloud Management & Optimisation (Azure, AWS and OCI)
- Infrastructure & Database Managed Services
- Digital Workplace & Service Desk Operations

Through our  ASPIRE Managed Services Framework , SRG combines  AI, automation, technical expertise and continuous improvement  to help customers improve service performance, resilience and business value.

Supporting customers across  public sector, financial services and commercial organisations , our teams manage and optimise complex, business-critical technology environments while continually improving the services we deliver.

Job Description

oin Version 1’s ASPIRE Global Service Centre , the central hub of our Managed Services operations. ASPIRE goes beyond a traditional Service Desk, bringing together AI, automation, self-service and continuous improvement to deliver a modern support experience for our customers.

We’re looking for an experienced L1/L2 IT Service Desk Analyst who enjoys solving technical problems and delivering a great customer experience.

You’ll be at the frontline of IT support, working across Microsoft 365, Windows, Active Directory, Azure and AWS environments , using ServiceNow to manage incidents and service requests. You’ll have the opportunity to build your technical expertise while working alongside experienced infrastructure, cloud and application teams.

What You’ll Do:

- Provide L1/L2 technical support to users via phone, email and chat.
- Own incidents and service requests from initial triage through to resolution or escalation .
- Troubleshoot hardware, software, Microsoft 365, Windows and network issues .
- Support Active Directory, Group Policy, user accounts, access requests and password management .
- Log and manage incidents and requests through ServiceNow .
- Work to agreed SLAs , keeping users informed throughout the incident lifecycle.
- Monitor system alerts and proactively identify potential service issues.
- Carry out routine system health checks, software updates, patching and maintenance .
- Collaborate with cloud, infrastructure and specialist technical teams to resolve more complex issues.
- Maintain clear technical documentation and contribute to the knowledge base and continual service improvement .
- Support technology projects, upgrades and deployments where required.

Qualifications

What We’re Looking:

- 2 to 5 years’ experience within IT support, Service Desk or a similar technical support environment.
- Strong L1/L2 troubleshooting skills across hardware, software, systems and networks.
- Hands-on experience with Microsoft 365 support.
- Good knowledge of Active Directory and Group Policy.
- Experience using ServiceNow or similar ITSM tooling.
- Understanding of ITIL processes and best practices, with ITIL v4 certification advantageous.
- Knowledge of Azure and/or AWS fundamentals.
- Exposure to Windows Server and Linux would be beneficial.
- Strong communication and problem-solving skills with a genuinely customer-focused approach.
- Ability to manage multiple incidents and priorities within SLA-driven environments.
- Flexibility to work within a rotating shift pattern, including nights, weekends and holidays.

Additional Information

Why Version 1

- Be part of a global Oracle practice of 700+ specialists
- Over 500+ certified professionals across the entire Oracle ecosystem
- Work on large-scale, multi-pillar enterprise Oracle Cloud programmes
- Work with a   high-performing, collaborative Oracle practice
- Oracle Innovation Partner of the Year 2023 (EMEA)
- We provide end-to-end Oracle business transformation services, including consulting and advisory services, implementation, integration and managed services
- Our expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clients
- Join an award-winning consultancy recognised for innovation and delivery excellence
- Clear career progression, strong leadership support, and genuine investment in your growth
- A culture that values expertise, autonomy, and doing things properly
- Strong  career progression & mentorship  through our  Strength in Balance  and leadership programmes, including quarterly  Pathways Career Development reviews .
- Significant  training budget  for certifications and further education.
- Version 1 Annual Excellence Awards  &  Call-Out  recognition platform celebrating achievement.
- Moments that matter  & enhanced  maternity/paternity leave policies  to support your journey.
- Active  ESG & CSR initiatives , allowing you to give back through fundraising, volunteering, and diversity, inclusion & belonging programmes.

Benefits include:

- Quarterly  performance-related profit share
- Hybrid / Remote  working flexibility
- Pension, private healthcare, life assurance  cover
- Certified  Great Place to Work  for 10+ years running

If you’re an experienced Service Desk Analyst who enjoys solving technical problems, supporting customers and developing your skills in a modern Managed Services environment, we’d love to hear from you.

Malti Sharma, Senior Talent Acquisition Consultant – Enterprise Applications & SRG

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We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 Careers

Please note: We have an internal recruitment team and do not accept agency candidates. If you want to join the team here at Version 1, get in touch with us directly!