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 efficient service delivery for clients
Domain
IT Service Management (ITSM), Cloud Infrastructure, Enterprise Systems
Deliverable
client delivery
Required skills
IT incident triage and troubleshooting, ServiceNow ITSM tooling, user account management, Microsoft Office 365 support, Active Directory and Group Policy, Windows Server and Linux administration, AWS and Azure fundamentals, ITIL v4 framework knowledge
Preferred skills
ITIL v4 certification, AWS/Azure/Oracle/Red Hat certifications
Technologies
ServiceNow, Microsoft Office 365, Azure, AWS, Windows Server, Linux, Active Directory
Responsibilities
Log and manage incidents and service requests, perform initial diagnosis and troubleshooting for hardware/software/network issues, escalate complex problems, monitor system performance and alerts, conduct routine health checks and scheduled maintenance, contribute to IT knowledge base development, test business continuity measures
Seniority
Mid-level, hands-on IC
