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

About the Role

Full-time

Department: ASPIRE GSC Service Desk

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.

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.

We're looking for an experienced 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.

• *ProvideL1/L2 technical support to users via phone, email and chat.
• *Own incidents and service requests frominitial triage through to resolution or escalation.
• *Troubleshoothardware, software, Microsoft 365, Windows and network issues.
• *SupportActive Directory, Group Policy, user accounts, access requests and password management.
• *Log and manage incidents and requests throughServiceNow.
• *Work to agreedSLAs, keeping users informed throughout the incident lifecycle.
• Monitor system alerts and proactively identify potential service issues.
• *Carry out routinesystem 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 theknowledge base and continual service improvement.
• Support technology projects, upgrades and deployments where required.

• 2 to 5 years' experience within IT support, Service Desk or a similar technical support environment.
• Strong 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.

• 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 20