IT Support Analyst/Service Desk

Version 1 are a true global leader in business transformation. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global, private brands.
Our customers’ need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners – Oracle, Microsoft, AWS, Red Hat, and Snowflake – help us tackle any challenge by leveraging a technology-driven approach. We continually invest in their development and foster a culture that encourages collaboration and innovation. Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their business objectives and strategic initiatives. We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business.
Go beyond simply ‘keeping the lights on’ and embrace the potential of our ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything we do. From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sector expertise and experience.
Full time position - 12-hour shifts with digital handovers to next shift. Routine is four shifts of days, four off, four of nights, four off, then repeat. Early shift: Late shift: Early shifts in the local office. Late shifts work from home.
Shift Allowance -10% on top of base salary
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 seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Analyst
As an IT Service Desk Analyst, you are the first point of contact for technical support within the organization. Your role is to provide timely and professional assistance to resolve IT-related issues, helping your colleagues and our customers stay productive and meet their objectives. You take pride in delivering excellent customer service, applying your technical expertise, and ensuring a reliable IT infrastructure. Whether handling first-level queries or escalating more complex challenges or performing maintenance activities, you are committed to maintaining a smooth and efficient IT environment.
The successful candidate will play a critical role in managing and resolving complex technical issues within our Azure, AWS, Microsoft Office, and Windows service environments. Serve as the first point of contact for technical support via phone, email, or chat.
Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, and network problems.
Provide support for user account management, such as password resets and access requests.
Contribute to the development and maintenance of the IT knowledge base.
Monitor system performance and identify potential issues proactively.
Collaborate with other IT teams to address complex or recurring problems.
Participate in IT projects, such as system upgrades or deployments, when required.
Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
Perform scheduled maintenance, such as software updates, patch installations, and backups.
Review and refine service desk documentation and processes regularly for efficiency and accuracy.
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.
Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.
Minimum of 2-5 years of experience in IT support
Experience in a service desk support role.
Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
Experience with service desk management tools (e.g., ServiceNow).
Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
Customer-focused mindset with a commitment to delivering high-quality support.
Proficiency in Microsoft Office 365 Support.
Knowledge of AWS and Azure fundamentals.
Proficiency in Active Directory and Group Policy Support
Technical proficiency in Windows Server and Linux (preferable) operating systems.
At 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 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.