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

Description

You will join the central hub of the company's managed services operation, a global service centre that combines AI, automation, self-service and continuous improvement to offer customers a modern alternative to a traditional service desk.

The role suits an experienced L1/L2 IT service desk analyst who enjoys fixing technical problems and wants customers to have a good experience.

You will work on the front line of IT support across Microsoft 365, Windows, Active Directory, Azure and AWS, using ServiceNow to log and manage work. You can build your technical depth alongside infrastructure, cloud and application specialists.

The company is a technology services and digital transformation partner covering cloud, data and AI, enterprise applications and managed services for public sector, financial services and commercial clients. Its Oracle practice has over 700 specialists, more than 500 of them certified across the Oracle ecosystem, working on large multi-pillar Oracle Cloud programmes.

Responsibilities

• Give L1/L2 technical support to users by phone, email and chat.
• Take incidents and service requests from first triage through to resolution or escalation, and own them along the way.
• Diagnose faults in hardware, software, Microsoft 365, Windows and networks.
• Handle Active Directory, Group Policy, user accounts, access requests and password management.
• Record and track incidents and requests in ServiceNow.
• Meet agreed SLAs and keep users updated at each stage of an incident.
• Watch system alerts and spot likely service problems before they escalate.
• Run routine health checks, software updates, patching and maintenance.
• Work with cloud, infrastructure and specialist teams on more complex issues.
• Keep technical documentation current and contribute to the knowledge base and continual service improvement.
• Help with technology projects, upgrades and deployments when needed.

Requirements

• 2 to 5 years of experience in IT support, service desk or a similar technical support role.
• Solid L1/L2 troubleshooting across hardware, software, systems and networks.
• Hands-on experience supporting Microsoft 365.
• Good working knowledge of Active Directory and Group Policy.
• Experience with ServiceNow or similar ITSM tooling.
• Understanding of ITIL processes and good practice, with ITIL v4 certification advantageous.
• Knowledge of Azure and/or AWS fundamentals.
• Exposure to Windows Server and Linux beneficial.
• Clear communication and problem-solving skills, with a real focus on the customer.
• Ability to juggle several incidents and priorities under SLA-driven conditions.

Conditions

Rotating shift pattern including nights, weekends and holidays.

Hybrid or remote working, with flexibility.

The company is an equal opportunities employer and has a diversity and inclusion statement.

Benefits

• Quarterly performance-related profit share.
• Pension, private healthcare and life assurance cover.
• Certified Great Place to Work for 10+ years running.
• Career progression and mentoring through leadership and development programmes, with quarterly Pathways career development reviews.
• Training budget for certifications and further education.
• Annual excellence awards and a peer recognition platform.
• Enhanced maternity and paternity leave, plus a Moments that Matter programme.
• Active ESG and CSR initiatives, including fundraising, volunteering and diversity, inclusion and belonging programmes.