ASPIRE Global Service Centre – Service Desk Level 1/Level 2 Analyst
Core
L1/L2 IT Service Desk Analyst providing frontline technical support for hardware, software, and network issues across Microsoft 365, Windows, Azure, and AWS environments.
Role type
L1/L2 IT Service Desk Analyst
Builds
Incident and service request resolution via ServiceNow
Domain
IT Service Management / Managed Services
Required skills
L1/L2 troubleshooting, Microsoft 365 support, Active Directory, Group Policy, ServiceNow, ITIL processes, SLA management, system health checks, patching, cloud fundamentals (Azure/AWS)
Preferred skills
ITIL v4 certification, Windows Server, Linux, cloud optimization
Technologies
ServiceNow, Microsoft 365, Windows, Active Directory, Azure, AWS, Windows Server, Linux
Responsibilities
Provide L1/L2 technical support via phone, email, and chat; troubleshoot hardware, software, and network issues; manage incidents and requests through ServiceNow; monitor system alerts and perform routine maintenance; collaborate with specialist teams for complex issues; maintain technical documentation.
Seniority
Mid-level (2-5 years experience)