Service Desk L2 Analyst

Overview

We are seeking an experienced and results-driven 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.
• 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.
• 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.

Certifications Required:

• ITIL Version 4 Foundation Level certification.
• Relevant 3rd Level IT Certification.

Experience Required:

• Extensive experience in a service desk role.
• Proficiency in Windows End User Support.
• Proficiency in Office 365 Support.
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Active Directory and Group Policy Support

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.
• Strong technical proficiency in Windows Server and Linux (preferable) operating systems.
• Strong customer service and communication skills.

Additional Requirements:

• Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.