Company Description
Version 1 are a true global leader in business transformation. For nearly three decades, we have been strategically partnering with customers to go beyond expectations through the power of cutting-edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global, private brands.
We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model – a balanced focus across our customers, our people and a strong organisation. This model is guided by core values that are embedded in every aspect of what we do.
Our customers’ need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners – Oracle, Microsoft, AWS, Red Hat, and Snowflake – help us tackle any challenge by leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves into the world of our customers to truly understand the unique challenges they face.
Our teams, made up of highly skilled, passionate individuals, act with agility and integrity. We continually invest in their development and foster a culture that encourages collaboration and innovation. This is a reflection of our Strength in Balance model, which emphasises a balanced focus on our customers, our people, and a strong organisation.
Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their business objectives and strategic initiatives. We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business.
Go beyond simply ‘keeping the lights on’ and embrace the potential of our ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything we do. From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sector expertise and experience.
Job Description
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.
We are seeking an experienced and results-driven Incident and Request Analyst.
Working to the Service Desk Support Lead, in support of our IT service desk operations 24/7 at the Global Service Centre, you will be responsible for overseeing and managing the end-to-end incident and request management practice within the organization. This role ensures incidents are resolved efficiently to minimize business disruption and adheres to ITIL best practices to maintain service quality and operational excellence. You will have the oversight of all tickets in the ecosystem, ensuring they are maintained and progressed, irrespective of resolver group, department or organisation delivering the support. You will be focused on SLA performance, ensuring that there are clear escalations in support of tickets about to breach.
The ideal candidate will be a hands-on individual with excellent ServiceNow skills to create and analyse service-based data and performance, also identifying candidates for shift left, automation or continuous improvement.
This role is highly suited to a person who has started from the ground up in a Service Desk environment.
Key Responsibilities:
- Develop, implement, and maintain the incident and request management practice and its supporting artefacts in line with ITIL standards.
- Develop and deliver training sessions for service desk and support teams to ensure adherence to the processes.
- Collaborate with technical teams to ensure incidents are diagnosed, resolved, and closed within agreed SLAs.
- Collaborate with technical teams to ensure requests are fulfilled and closed within agreed SLAs.
- Escalate unresolved incidents or requests to senior management or external vendors when necessary.
- Support the production of post-incident reviews (PIRs) to identify root causes, lessons learned, and areas for improvement.
- Create and present regular reports on incident trends, response times, and resolution effectiveness to key stakeholders.
- Analyze incident data to identify patterns and recurring issues, implementing proactive measures to prevent reoccurrence.
- Recommend and drive process improvements to enhance the overall efficiency and effectiveness of incident management.
- Maintain strong relationships with internal teams, external vendors, and other key stakeholders to enable seamless collaboration.
- Develop and deliver training sessions for service desk and resolver teams to ensure adherence to the incident and request management practices.
- Maintain and update documentation, including workflows, escalation paths, and communication templates.
- Working with colleagues overseeing VIP, complaints and plaudit interactions.
Qualifications
Skills, Education & Qualifications:
- In-depth knowledge of ITIL frameworks, particularly incident and request management.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to manage high-pressure situations.
- Proficiency in ITSM tools e.g., ServiceNow.
- Ability to coordinate cross-functional teams.
- Bachelor's degree in IT, Computer Science, or related field (preferred).
- ITIL Foundation certification (mandatory); ITIL Practitioner or higher (desirable).
- Proven experience in an incident management or similar IT operations role.
Additional Information
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.
One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life.
We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.
