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

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. 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. 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.