Job Description

Company DescriptionVersion 1 has celebrated over 26 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Version 1 has several strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake. We're also an award-winning employer reflecting how employees are at the heart of Version 1.We've been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023.As a consultancy and service provider, Version 1 is a digital-first environment and we do things differently. We're focused on our core values; using these we've seen significant growth across our practices and our Digital, Data and Cloud team is preparing for the next phase of expansion. This creates new opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally.OverviewWe are seeking an experienced and results-driven Level 1 / Level 2 Service Desk Analyst to join our dynamic IT team who excels in both customer-facing and internal back-office technical duties. This role demands a proactive, solution-oriented individual who can handle a variety of technical issues while maintaining a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work efficiently in a dynamic environment.The Service Desk sits within the ASPIRE Global Service Centre which 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. Our ASPIRE Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shift-left and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product.Key Responsibilities:

• Respond to and resolve IT service requests and incidents via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot software, and network issues across a variety of platforms and environments.
• Escalate complex issues to higher-level support teams when necessary and follow up to ensure resolution.
• Maintain accurate records of all user interactions and technical solutions in the ServiceNow ITSM solution.
• Provide remote support and guidance to users for various IT-related issues.
• Install, configure, and update software applications and operating systems.
• Perform routine maintenance and updates on IT equipment to ensure optimal performance.
• 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.

Education:

• ITIL Version 4 Foundation Level certification

Experience:

• Extensive experience in a service desk role.
• Extensive knowledge of ITSM practices and operational tooling.

Skills:

• Attention to detail and accuracy.
• Strong organizational and time management skills.
• Ability to handle multiple tasks and priorities in a fast-paced environment.
• A proactive approach to learning and problem-solving.
• Strong interpersonal skills and the ability to build positive relationships with colleagues and users.
• Excellent communication and customer engagement skills.
• Proficiency in ServiceNow ITSM practices and technologies.

Key Competencies:

• Broad thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.

Qualifications

• Proven experience in a Level 1/Level 2 IT support role.
• Strong technical proficiency in Windows, macOS, and Linux operating systems.
• Solid understanding of networking principles and protocols.
• Excellent problem-solving and diagnostic skills.
• Strong customer service and communication skills.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.
• Relevant IT certifications.

Additional InformationAt Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology.We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.

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