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

About this role

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.