ASPIRE Global Service Centre Support Analyst

Salary: £40,000 - 40,000 per year

Requirements:

• 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, such as 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.
• Expertise in Windows, macOS, and mobile OS platforms (Android/iOS).
• Experience diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications.
• Proficiency in Azure, AWS, VMware, and Citrix environments, including virtual desktop infrastructure and cloud-based endpoint management.
• Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls; often CCNA or equivalent certified.
• Familiarity with endpoint protection tools, patching cycles, encryption, and identity/access management.
• Experience with PowerShell, Bash, or Python for automating tasks and managing configurations.
• Knowledge and experience associated with Microsoft Intune, Patch My PC, Windows Installer (MSI), PowerShell scripting, InstallShield, WiX Toolset, AdminStudio, Linux and macOS, mobile platforms (iOS/Android), Active Directory, and 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.

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 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.
• 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 third-party suppliers, including couriers and 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.
• Provide remote support with occasional travel to customer sites in Dublin and London.
• Work full time from 08:00hrs to 18:00hrs on working days except Bank Holidays, with early and late support hours on a local rota.

Technologies:

• AI
• AWS
• Active Directory
• Android
• Azure
• Bash
• Citrix
• Cloud
• Hardware
• Support
• ITIL
• ITSM
• Linux
• macOS
• Microsoft Intune
• Mobile
• Network
• Oracle
• OutSystems
• PowerShell
• Python
• Security
• ServiceNow
• Snowflake
• TCP/IP
• VMware
• Windows
• Wix
• iOS
• Embedded

More:

Version 1 has been in business for 30 years and works with global brands to deliver technology and transformation solutions that drive customer success. We partner with leading technology providers including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake. We are an award-winning employer with 3,300 employees and a revenue business of €350m/£300m. We have been recognised as a Great Place to Work in Ireland and the UK for 10 years, and as Best Workplace for Women and for Wellbeing in the UK and Ireland. Our ASPIRE Global Service Centre is the central hub of our Service Management operations, supporting self-service, automation, AI, continuous improvement, and business innovation through ServiceNow ITSM. This role is based in Belfast, with remote support for customers in Dublin and London, occasional travel to customer sites, and ad hoc attendance at our relevant office. We offer a comprehensive benefits package including quarterly performance-related profit share, career progression and mentorship, flexible and remote working, financial wellbeing support, wellbeing initiatives, generous holiday allowance, enhanced family leave, educational assistance, certifications and accreditations, reward schemes, and community-focused initiatives. We are an equal opportunities employer committed to a diverse, inclusive, and respectful workplace.

last updated 34 week of 2026