ASPIRE Global Service Centre – Support Analyst

Key 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 the 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 (SLAs).
• 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 3rd party suppliers (i.e. Couriers, 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.
• Remote support with occasional travel to customer sites in Dublin and London
• Full time position – 08:00hrs to 18:00hrs working days except Bank Holidays. Covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.

Skills, Education & Qualifications

• 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 (e.g., 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.
• Operating Systems: Expertise in Windows, macOS, and mobile OS platforms (Android/iOS)
• Hardware & Software Troubleshooting: Diagnosing and resolving complex issues across desktops, laptops, peripherals, and enterprise applications
• Cloud & Virtualisation: Proficiency in Azure, AWS, VMware, and Citrix environments, including virtual desktop infrastructure (VDI) and cloud-based endpoint management
• Networking: Strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls; often CCNA or equivalent certified
• Security & Compliance: Familiarity with endpoint protection tools (e.g. Sophos, Carbon Black), patching cycles, encryption, and identity/access management
• Automation & Scripting: Experience with PowerShell, Bash, or Python for automating tasks and managing configurations
• Application Packaging: Microsoft Intune: Knowledge and experience associated with Patch My PC, Windows Installer (MSI), PowerShell Scripting, InstallShield / WiX Toolset / AdminStudio, Linux & macOS, Mobile Platforms (iOS/Android), Active Directory & 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.

Why Version 1?