ASPIRE GSC – Service Desk Level 1/Level 2 Analyst
Core
First and second-line IT support analyst resolving technical issues for internal colleagues and external customers via phone, email, and chat.
Role type
Level 1/Level 2 IT Service Desk Analyst
Builds
Reliable IT infrastructure and user productivity
Domain
IT Service Management (ITSM), Cloud Infrastructure, Enterprise Systems
Deliverable
client delivery
Required skills
IT infrastructure troubleshooting, ServiceNow, ITIL v4, Microsoft Office 365 Support, AWS fundamentals, Azure fundamentals, Active Directory, Group Policy, Windows Server, Linux
Preferred skills
AWS, Microsoft, Oracle, Red Hat certifications
Technologies
ServiceNow, Azure, AWS, Microsoft Office 365, Active Directory, Windows Server, Linux
Responsibilities
Serve as 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, and network problems; 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); Maintain accurate documentation of incidents, resolutions, and troubleshooting steps; Conduct routine health checks of systems, applications, and networks to ensure optimal performance; Perform scheduled maintenance such as software updates, patch installations, and backups; Monitor and manage system alerts to address potential issues before they escalate.
Seniority
Mid-level, hands-on IC