ASPIRE Global Service Centre - Support Analyst

ASPIRE Global Service Centre – Support Analyst

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We're an award-winning employer reflecting how our employees are at the very heart of what we do:

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We're a core values driven company, we hire people who share our values, and we reward those who display and foster them, it's deeply embedded within our DNA. Invest in us and we'll invest in you!

Job Description

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It's a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are looking for a skilled and results-oriented Onsite Support Analyst based in Belfast, working remotely and supporting customers in Dublin and London. Occasional travel to customer sites will be required, when not providing remote support.

Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.

The ideal candidate will play a pivotal role in resolving advanced technical issues within Azure, AWS, Microsoft Office, and Windows service environments. This position requires in-depth knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support.

Attendance at the relevant Version 1 office will be expected on an ad-hoc basis.

Key Responsibilities:

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end-users.
• Monitor system performance and identify potential issues proactively.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Monitor and manage system alerts to address potential issues before they escalate.
• Set up and configure new laptops, mobile devices, and peripherals.
• Liaise with 3rd party suppliers (i.e. Couriers, Vendors)
• Manage user accounts, permissions, and access rights.
• Install, update, and patch software applications according to company policy.
• Maintain inventory of IT equipment and manage equipment lifecycle.
• Perform scheduled maintenance, such as software updates, patch installations, and backups.
• Support audio/visual equipment for meeting rooms and company events.
• Collaborate with other IT teams to address complex or recurring problems.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Participate in IT projects, such as system upgrades or deployments, when required.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.
• Package and deploy routine security updates.

Remote support with occasional travel to customer sites in Dublin and London

Full time position – 08:00hrs to 18:00hrs working days except Bank Holidays. Covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.

Qualifications

Skills, Education & Qualifications:

• Minimum of 2-5 years of experience in deskside support.
• Strong customer service orientation with excellent communication skills.
• Ability to explain technical concepts to non-technical users.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Operating Systems: Expertise in Windows, macOS, and mobile OS platforms (Android/iOS)
• Hardware & Software Troubleshooting: Diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications
• Cloud & Virtualisation: Proficiency in Azure, AWS, VMware, and Citrix environments, including virtual desktop infrastructure (VDI) and cloud-based endpoint management
• Networking: Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls; often CCNA or equivalent certified
• Security & Compliance: Familiarity with endpoint protection tools (e.g. Sophos, Carbon Black), patching cycles, encryption, and identity/access management
• Automation & Scripting: Experience with PowerShell, Bash, or Python for automating tasks and managing configurations
• Application Packaging: Microsoft Intune: Knowledge and experience associated with Patch My PC, Windows Installer (MSI), PowerShell Scripting, InstallShield / WiX Toolset / AdminStudio, Linux & macOS, Mobile Platforms (iOS/Android), Active Directory & Group Policy
• Experience with remote support tools.
• Proficiency in Azure Active Directory and Group Policy Support.
• Ability to lift and transport equipment.
• Mobility to access various office areas, including under desks and in server/Comms rooms.
• May require occasional after-hours support for critical issues or scheduled maintenance.

Additional Information

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme
• Flexible/remote working, Version 1 is tremendously understanding of life events and people's individual circumstances and offer flexibility to help achieve a healthy work life balance
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme
• Employee Wellbeing schemes including Gym Discounts, Bike