ASPIRE Global Service Centre – Onsite Support Analyst

• Onsite rotational role Dublin ROI
• Full time position 08:00hrs to 18:00hrs working days except ROI Bank Holidays. Covering early and late support hours on local rota. Working from Home or Version 1 office when not on Customer site.
• Department: ASPIRE Managed Services 
• Practice: Services Reliability Group 

Role Summary:

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. Its 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 Dublin Republic of this role you will serve as the primary point of contact for local technical support at our organisations customer sites. 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. Whether addressing first-level issues escalating complex problems or performing maintenance tasks you will be dedicated to maintaining an efficient and seamless IT environment.

The ideal candidate will play a pivotal role in resolving advanced technical issues including Microsoft 365 and Windows operating systems environments whilst being proficient in security practices (i.e. MFA) MacOS mobile device management and remote support tools. This position requires outstanding problem-solving abilities onsite presence and customer empathy whilst being able to handle escalations and calmly and professionally.

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.
• Handling escalations calmly & professionally
• Onsite presence & demonstrating end user empathy
• Provision of VIP / Executive support
• 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 / Escalation to L2/L3 support teams
• Test business continuity measures including disaster recovery plans to ensure readiness.
• 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.

Qualifications :

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.
• 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.
• 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.
• Proficiency in Microsoft Office 365 Support (M365 & O365)
• Proficiency in Windows 10/11 Operating Systems and associated troubleshooting
• Proficiency in MacOS troubleshooting and support
• Security awareness and support (MFA phishing)
• Proficiency in server interaction (password resets AD tasks) / Hardware troubleshooting skills.
• Mobile Device management tools
• Experience with remote support tools
• Understanding and working knowledge of asset management tools
• Understanding of basic networking concepts and associated troubleshooting (TCP/IP DNS DHCP)
• Printer & scanner troubleshooting
• Knowledge of AWS and Azure fundamentals.
• Proficiency in Azure Active Directory and Group Policy Support.
• Ability to lift and transport equipment (logistics i.e. installs  desk moves hardware deployment)
• 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.

Additional Information :

At Version 1 we believe in providing our employees with a comprehensive benefits package that prioritises their well-being professional growth and financial stability.

One of our standout advantages is the ability to work with a hybrid schedule along with business travel allowing our employees to strike a balance between work and life.

We prioritise the health and safety of our employees providing private medical and life insurance coverage as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations including AWS Microsoft Oracle and Red Hat.

Our employee-designed Profit Share scheme divides a portion of our companys profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential offering Pathways Career Development Quarterly a programme designed to support professional growth.

Remote Work :

No

Employment Type :

Full-time