IT Service Desk Analyst Level 1/Level 2 at Version 1

About Version 1

Version 1 is an established technology and transformation solutions provider with over 30 years in the business, trusted by global clients to deliver innovative digital services. The company partners closely with leading technology firms such as Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake to ensure clients receive top-tier solutions and support. Recognized multiple times as a Great Place to Work in Ireland and the UK, Version 1 emphasizes a core values-driven culture that invests in its employees' growth and success.

Role Overview

The ASPIRE Global Service Centre at Version 1 acts as the central operational hub for Service Management, offering advanced support that incorporates AI, continuous improvement, and innovation. The Level 1/Level 2 IT Service Desk Analyst is a vital role, providing the first line of technical support to internal teams and external clients. This position demands excellent customer service skills, a robust understanding of IT systems, and the ability to resolve or escalate issues across Azure, AWS, Microsoft Office, and Windows environments.

Key Duties and Responsibilities

• Handle incoming support requests via phone, email, and chat as the initial contact point.
• Record incidents, service requests, and queries accurately in the ticketing system.
• Perform initial assessment, troubleshooting, and diagnosis of hardware, software, and network issues.
• Escalate unresolved problems to specialized teams or higher-level support when necessary.
• Manage user accounts including password resets and access permissions.
• Ensure incident resolution within defined Service Level Agreements (SLAs).
• Maintain comprehensive documentation of problem resolutions and troubleshooting procedures.
• Update and manage the IT knowledge base to aid ongoing service improvement.
• Provide excellent customer service while fostering positive relationships with end-users.
• Continuously monitor system performance, proactively detecting and addressing potential issues.
• Collaborate with cross-functional IT teams on complex issues and IT projects like upgrades and deployments.
• Conduct routine system health checks and perform scheduled tasks like patching, updates, and backups.
• Regularly review and improve service desk processes and documentation.
• Test and verify business continuity plans, including disaster recovery readiness.
• Participate in rotating shifts including nights, weekends, and holidays to support operational hours.

Required Skills and Qualifications

• Between 2 to 5 years of IT support experience, particularly in a service desk environment.
• Familiarity with IT infrastructure, troubleshooting techniques, and service desk tools such as ServiceNow.
• Understanding of the ITIL v4 framework; certification is advantageous.
• Strong communication skills coupled with excellent interpersonal and problem-solving abilities.
• Customer-oriented attitude and ability to handle multiple priorities effectively.
• Knowledge of Microsoft Office 365, AWS and Azure basics, Active Directory, Group Policy, Windows Server; Linux experience preferred.
• Analytical capability and proficiency in reporting.
• Adaptability to evolving technologies and organizational processes.

Additional Benefits and Information

• Participation in a quarterly profit-sharing scheme to share in company success.
• Comprehensive career progression support including mentorship and development programs.
• Flexible and remote working options tailored to individual needs for work-life balance.
• Financial wellness benefits including a pension scheme with company matching, private healthcare, life assurance, and employee discounts.
• Wellbeing initiatives like gym discounts, fitness classes, mindfulness workshops, and employee assistance programs.
• Generous leave policies covering holidays, maternity/paternity, marriage, and special leave.
• Support for professional certifications and accreditations for technologies including AWS, Microsoft, Oracle, and Red Hat.
• Recognition programs through awards celebrating excellence and outstanding contributions.
• Active involvement in diversity, inclusion, and community engagement initiatives.

Version 1 is an equal opportunity employer committed to creating an inclusive and respectful workplace. Reasonable accommodations for recruitment can be requested confidentially.