Service Desk L2 Analyst

Job Description

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.