ASPIRE GSC – Service Desk Level 1/Level 2 Analyst

📋 Description 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 ticketing system. Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software Escalate unresolved issues to higher support levels or specialized teams as needed. Provide support for user account management, such as password resets and access requests. Ensure timely resolution of incidents in line with Service Level Agreements (SLAs). 🎯 Requirements 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 Strong communication, interpersonal, and problem-solving abilities 🎁 Benefits Share in our success with our Quarterly Performance-Related Profit Share Scheme Strong Career Progression & mentorship coaching through our Strength in Balance &amp Flexible/remote working Financial Wellbeing initiatives including Version 1 Pension with a 5% employee-matched Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave