ASPIRE GSC – Service Desk Level 1/Level 2 Analyst

Description

The service centre is the company's central Service Management hub. It goes beyond a standard service desk, directing operational workflows, processes, procedures and tooling, and delivering shared services.

It is a core part of the managed services offering, which puts AI, continuous improvement and business innovation at its centre. The team favours self-service and automation and uses the digital features of ServiceNow ITSM to serve customers.

You will be an experienced Level 1/Level 2 IT Service Desk Analyst, taking technical requests, resolving IT issues for colleagues and customers so they stay productive, and escalating harder problems when needed.

The role centres on complex technical issues across Azure, AWS, Microsoft Office and Windows environments, so you will need solid cloud knowledge and strong problem-solving skills.

The company has been in business for 30 years, has 3300+ people, and reports revenue of €350/£300m. It has been recognised as a Great Place to Work for 10+ years in Ireland and the UK, and works with global technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake.

Responsibilities

• Handle incoming support requests by phone, email and chat, logging every incident, service request and query in the ticketing system.
• Triage, diagnose and troubleshoot hardware, software and network faults, and escalate unresolved issues to higher support levels or specialist teams.
• Carry out user account tasks such as password resets and access requests.
• Resolve incidents within agreed Service Level Agreements (SLAs).
• Keep records of incidents, resolutions and troubleshooting steps accurate, and help build and maintain the IT knowledge base.
• Build good working relationships with end users through clear, high-quality service.
• Work with other IT teams on complex or recurring problems.
• Watch system performance and alerts so you can spot and act on potential faults early.
• Run routine health checks on systems, applications and networks.
• Carry out scheduled maintenance, including software updates, patch installations and backups.
• Test business continuity measures, including disaster recovery plans.
• Review service desk documentation and processes regularly to improve efficiency and accuracy, and help improve service delivery over time.
• Support IT projects such as system upgrades and deployments when required.
• Keep learning through ongoing training to stay current with IT trends and technologies.

Requirements

• At least 2-5 years of experience in IT support.
• Experience in a service desk support role.
• A solid grasp of IT infrastructure, systems and troubleshooting methods.
• Hands-on use of service desk management tools such as ServiceNow.
• Knowledge of ITIL frameworks and good practice. ITIL v4 certification is preferred.
• Good communication, interpersonal and problem-solving skills.
• A customer-focused approach and a commitment to high-quality support.
• Sound strategic thinking and decision-making.
• The ability to juggle several priorities and meet deadlines.
• Willingness to adapt to changing technologies and processes.
• Strong analytical and reporting skills.
• Working knowledge of Microsoft Office 365 support.
• Knowledge of AWS and Azure fundamentals.
• Working knowledge of Active Directory and Group Policy support.
• Technical skills in Windows Server operating systems. Linux experience is preferable.

Conditions

A rotating shift pattern that includes nights, weekends and holidays.

Flexible and remote working options to support a healthy work-life balance.

The company is an equal opportunities employer that welcomes applicants from all backgrounds, including people with disabilities or neurodiversity, and will consider reasonable adjustments at any stage of the process.

Benefits

• Quarterly performance-related profit share, paid from company profits.
• Career progression and mentorship through the Strength in Balance and Leadership schemes, plus a quarterly Pathways career development programme.
• A pension with 5% employee-matched contributions.
• Private healthcare cover, life assurance, financial advice and an employee discount scheme.
• Gym discounts, a bike-to-work scheme, fitness classes, mindfulness workshops and an employee assistance programme, plus more.
• A generous holiday allowance, enhanced maternity and paternity leave, marriage or civil partnership leave and special leave policies.
• Educational support and incentives for certifications and accreditations, including AWS, Microsoft, Oracle and Red Hat.
• Annual Excellence Awards and quarterly Star Awards.
• Opportunities to get involved in local fundraising and development through the Environment, Social and Community First initiatives.