ASPIRE Global Service Centre – Service Desk Level 1/Level 2 Analyst (Microsoft 365)

Location: Belfast, Northern Ireland, United Kingdom; hybrid/remote working flexibility is available, with rotating shifts including nights, weekends and holidays.

Company

hirify.global is a technology services and digital transformation partner delivering cloud, data and AI, enterprise applications, digital transformation and managed services.

What you will do

• Provide L1/L2 technical support through phone, email and chat.
• Own incidents and service requests from triage through resolution or escalation, keeping users informed within agreed SLAs.
• Troubleshoot hardware, software, Microsoft 365, Windows, network and access-related issues.
• Support Active Directory, Group Policy, user accounts, access requests and password management.
• Log and manage incidents in ServiceNow, monitor alerts, perform health checks, updates, patching and maintenance.
• Collaborate with cloud, infrastructure and specialist teams, maintain technical documentation and contribute to the knowledge base, service improvement and technology projects.

Requirements

• 2–5 years of experience in IT support, a Service Desk or a similar technical support environment.
• Strong L1/L2 troubleshooting skills across hardware, software, systems and networks.
• Hands-on Microsoft 365 support experience, with good knowledge of Active Directory and Group Policy.
• Experience with ServiceNow or similar ITSM tooling.
• Understanding of ITIL processes and best practices.
• Knowledge of Azure and/or AWS fundamentals.
• Strong communication and problem-solving skills, a customer-focused approach, and the ability to manage multiple incidents and priorities in SLA-driven environments.
• Flexibility to work rotating shifts, including nights, weekends and holidays.

Nice to have

• ITIL v4 certification.
• Exposure to Windows Server and Linux.

Culture & Benefits

• Hybrid/remote working flexibility.
• Pension, private healthcare and life assurance.
• Career progression, mentorship, leadership programmes and quarterly career development reviews.
• Training budget for certifications and further education.
• Performance-related profit share, recognition programmes and enhanced maternity/paternity leave.
• ESG, CSR, diversity, inclusion and belonging initiatives.

Hiring process

• Applications are handled directly by hirify.global; agency candidates are not accepted.