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.

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.

About Version 1

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.

Responsibilities

• 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.

Requirements

• 2 to 5 years’ experience within IT support, Service Desk or a similar technical support environment.
• 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
• Significant training budget for certifications and further education.

Benefits

• 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 .
• 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.
• 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 #LI-MS3 #LI-Hybrid 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!