At a Glance
- Tasks: Provide top-notch IT support and resolve technical challenges for customers.
- Company: Join Version 1, a leading tech partner with a strong focus on innovation.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Other info: Enjoy a collaborative environment with excellent career advancement opportunities.
- Why this job: Be part of a dynamic team that values your contributions and invests in your future.
- Qualifications: Experience in IT support and knowledge of cloud technologies like Azure and AWS.
The predicted salary is between 30000 - 40000 £ per year.
Company 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.
We are an award-winning employer reflecting how our employees are at the very heart of what we do:
- UK & Ireland's premier AWS, Microsoft & Oracle partner
- 3300+ strong, €350/£300m revenue business
- 10+ years as a Great Place to Work in Ireland & UK
- Best Workplace for Women in the UK & Ireland by GPTW
- Best Workplace for Wellbeing in the UK by GPTW
We are 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!
Job Description
Our 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.
We are looking for a skilled and results-oriented Onsite Support Analyst based in Belfast, working remotely and supporting customers in Dublin and London. Occasional travel to customer sites will be required, when not providing remote support. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure.
The ideal candidate will play a pivotal role in resolving advanced technical issues within Azure, AWS, Microsoft Office, and Windows service environments. This position requires in-depth knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support. Attendance at the relevant Version 1 office will be expected on an ad-hoc basis.
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.
ASPIRE Global Service Centre Onsite Support Analyst TLNT1_NI in Belfast employer: Version 1
Version 1 is an award-winning employer that prioritises employee well-being and growth, making it a fantastic place to work for those in the ASPIRE Global Service Centre. With a strong focus on innovation and technology, employees benefit from a collaborative work culture, opportunities for professional development, and the chance to work with leading global brands. Located in Belfast, this role offers the unique advantage of supporting clients in Dublin and London, providing a dynamic and engaging work environment.
StudySmarter Expert Advice🤫
We think this is how you could land ASPIRE Global Service Centre Onsite Support Analyst TLNT1_NI in Belfast
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially since they’re big on partnerships with tech giants like Microsoft and AWS. Show them you’re not just another candidate, but someone who truly gets their mission.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting IT issues, brush up on your technical knowledge and be ready to demonstrate your expertise during the interview. They’ll love seeing your hands-on approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our awesome team!
We think you need these skills to ace ASPIRE Global Service Centre Onsite Support Analyst TLNT1_NI in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Onsite Support Analyst role. Highlight your experience with cloud technologies like Azure and AWS, and showcase your problem-solving skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your values align with ours at Version 1. Let us know what excites you about working in a customer-focused environment.
Showcase Your Customer Service Skills:Since this role is all about delivering exceptional customer service, make sure to include examples of how you've gone above and beyond for customers in the past. We love candidates who can build strong relationships and keep users happy!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re serious about joining our awesome team!
How to prepare for a job interview at Version 1
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of cloud technologies, especially Azure and AWS. Be ready to discuss specific scenarios where you've resolved technical issues in these environments, as this will show your expertise and problem-solving skills.
✨Customer Service is Key
Since the role focuses heavily on delivering exceptional customer service, prepare examples of how you've gone above and beyond for customers in the past. Think about times when you turned a negative experience into a positive one, as this will highlight your commitment to customer satisfaction.
✨Familiarise Yourself with ServiceNow
As you'll be using ServiceNow ITSM tooling, it’s a good idea to familiarise yourself with its features and functionalities. If you have experience logging incidents or managing service requests, be prepared to share that during the interview.
✨Show Your Team Spirit
Collaboration is crucial in this role, so think of examples where you've worked effectively within a team. Highlight any projects where you contributed to improving processes or resolving complex issues together, as this will demonstrate your ability to work well with others.
