{"id":1007888,"url":"https://alion.io/job/version-1-aspire-gsc-service-desk-level-1level-2-analyst","title":"ASPIRE GSC – Service Desk Level 1/Level 2 Analyst","company":{"id":4010,"name":"Version 1","domain":"version1.com","url":"https://alion.io/company/version1","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":104000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":76},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Red Hat","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Snowflake","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-17T10:31:05Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-28T14:24:18Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"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.\nWe’re an award-winning employer reflecting how our employees are at the very heart of what we do:\n· UK & Ireland's premier AWS, Microsoft & Oracle partner\n· 3300+ strong, €350/£300m revenue business\n· 10+ years as a Great Place to Work in Ireland & UK\n· Best Workplace for Women in the UK & Ireland by GPTW\n· 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!\n Role Summary\nOur 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.\nWe are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Analyst.\nAs 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.\nThe successful candidate will play a critical role in managing and resolving complex technical issues within our Azure, AWS, Microsoft Office, and Windows service environments. This role demands a strong understanding of cloud technologies, exceptional problem-solving skills, and the ability to provide exceptional support to our clients.\nKey Responsibilities:\nServe as the first point of contact for technical support via phone, email, or chat.\nLog and manage incidents, service requests, and queries in the ticketing system.\nPerform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, and network problems.\nEscalate unresolved issues to higher support levels or specialized teams as needed.\nProvide support for user account management, such as password resets and access requests.\nEnsure timely resolution of incidents in line with Service Level Agreements (SLAs).\nMaintain accurate documentation of incidents, resolutions, and troubleshooting steps.\nContribute to the development and maintenance of the IT knowledge base.\nDeliver excellent customer service and build strong relationships with end-users.\nMonitor system performance and identify potential issues proactively.\nCollaborate with other IT teams to address complex or recurring problems.\nParticipate in IT projects, such as system upgrades or deployments, when required.\nConduct routine health checks of systems, applications, and networks to ensure optimal performance.\nPerform scheduled maintenance, such as software updates, patch installations, and backups.\nMonitor and manage system alerts to address potential issues before they escalate.\nReview and refine service desk documentation and processes regularly for efficiency and accuracy.\nTest business continuity measures, including disaster recovery plans, to ensure readiness.\nCollaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery. \nParticipate in ongoing training and development to stay current with IT trends and technologies.\nFlexibility to work in a rotating shift pattern, including nights, weekends, and holidays.\n Skills, Education & Qualifications:\nMinimum of 2-5 years of experience in IT support\nExperience in a service desk support role.\nStrong understanding of IT infrastructure, systems, and troubleshooting methodologies.\nExperience with service desk management tools (e.g., ServiceNow).\nKnowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.\nStrong communication, interpersonal, and problem-solving abilities.\nCustomer-focused mindset with a commitment to delivering high-quality support.\nStrategic thinking and decision-making.\nAbility to manage multiple priorities and meet deadlines.\nAdaptability to evolving technologies and processes.\nStrong analytical and reporting skills.\nProficiency in Microsoft Office 365 Support.\nKnowledge of AWS and Azure fundamentals.\nProficiency in Active Directory and Group Policy Support\nTechnical proficiency in Windows Server and Linux (preferable) operating systems.\nWhy Version 1?\nAt Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.\n· Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits\n· Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme\n· 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\n· Financial Wellbeing initiatives including; Version 1 Pension with a 5% employee-matched contribution, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme\n· Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies\n· Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat\n· Reward schemes including Version 1’s Annual Excellence Awards & quarterly Star Awards.\n· Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.\nVersion 1 is an equal opportunities employer\nWe are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity.\nWe want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at Version 1. 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