About this role
Salary: £49,000 - 66,000 per year
Requirements: We require 2-5 years of experience in deskside support.We need strong customer service orientation with excellent communication skills.We need the ability to explain technical concepts to non-technical users.We require experience with service desk management tools such as ServiceNow.Knowledge of ITIL frameworks and best practices is preferred, with ITIL v4 certification preferred.We need strong communication, interpersonal, and problem-solving abilities.We need a customer-focused mindset with a commitment to delivering high-quality support.We need strategic thinking and decision-making skills.We need the ability to manage multiple priorities and meet deadlines.We need adaptability to evolving technologies and processes.We need strong analytical and reporting skills.We need a strong understanding of IT infrastructure, systems, and troubleshooting methodologies.We require expertise in Windows, macOS, and mobile OS platforms such as Android and iOS.We require hardware and software troubleshooting experience across desktops, laptops, peripherals, and enterprise applications.We need proficiency in Azure, AWS, VMware, and Citrix environments, including VDI and cloud-based endpoint management.We need a strong understanding of TCP/IP, DNS, DHCP, VPNs, and firewalls, with CCNA or equivalent certification often preferred.We need familiarity with endpoint protection tools, patching cycles, encryption, and identity and access management.We require experience with PowerShell, Bash, or Python for automation and configuration management.We need application packaging knowledge, including Microsoft Intune, Patch My PC, MSI, PowerShell scripting, InstallShield, WiX Toolset, AdminStudio, Linux and macOS, mobile platforms, Active Directory, and Group Policy.We require experience with remote support tools.We need proficiency in Azure Active Directory and Group Policy support.We require the ability to lift and transport equipment and access areas such as under desks and server or Comms rooms.Occasional after-hours support for critical issues or scheduled maintenance may be required. Responsibilities: We serve as the first point of contact for technical support via phone, email, or chat.We log and manage incidents, service requests, and queries in ServiceNow ITSM or customer systems.We perform initial triage, diagnosis, and troubleshooting for IT issues, including hardware, software, audio visual, and network problems.We ensure timely resolution of incidents in line with service level agreements.We maintain accurate documentation of incidents, resolutions, and troubleshooting steps.We contribute to the development and maintenance of the IT knowledge base.We deliver excellent customer service and build strong relationships with end users.We monitor system performance and identify potential issues proactively.We conduct routine health checks of systems, applications, and networks.We monitor and manage system alerts to address potential issues before they escalate.We set up and configure new laptops, mobile devices, and peripherals.We liaise with third-party suppliers such as couriers and vendors.We manage user accounts, permissions, and access rights.We install, update, and patch software applications according to company policy.We maintain inventory of IT equipment and manage equipment lifecycle.We perform scheduled maintenance such as software updates, patch installations, and backups.We support audio-visual equipment for meeting rooms and company events.We collaborate with other IT teams to address complex or recurring problems.We test business continuity measures, including disaster recovery plans.We review and refine service desk documentation and processes regularly.We participate in IT projects such as system upgrades or deployments.We collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.We participate in ongoing training and development to stay current with IT trends and technologies.We package and deploy routine security updates.We provide remote support and occasional travel to customer sites in Dublin and London as required. Technologies: AIAWSActive DirectoryAndroidAzureBashCitrixCloudHardwareSupportITILITSMLinuxmacOSMicrosoft IntuneMobileNetworkOracleOutSystemsPowerShellPythonSecurityServiceNowSnowflakeTCP/IPVMwareWindowsWixiOSEmbedded More:
We are Version 1, an award-winning technology and transformation partner celebrating 30 years in business and trusted by global brands to deliver solutions that drive customer success. We are a 3,300+ strong business with strong partnerships across Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake, and we are proud to be a Great Place to Work in Ireland and the UK. Our ASPIRE Global Service Centre is our central hub for service management operations, supporting AI, continuous improvement, and business innovation through ServiceNow ITSM and modern self-service automation. This is a full-time Onsite Support Analyst role based in Belfast, working remotely and supporting customers in Dublin and London, with occasional travel to customer sites and ad hoc attendance at our office. We offer a comprehensive benefits package including profit share, career progression and mentorship, flexible working, financial wellbeing support, employee wellbeing schemes, generous holiday allowance, enhanced leave policies, educational assistance, certifications and accreditations, and community-focused initiatives. We are an equal opportunities employer and are committed to a diverse, inclusive, and respectful workplace.
last updated 36 week of 2026