Service Desk Level 1/Level 2 Analyst

Join our ASPIRE Global Service Centre , the heart of Version 1’s Managed Services operation, where automation, AI and continuous improvement are transforming how IT services are delivered.

L1/L2 IT Service Desk Analyst to join a customer-facing team in Edinburgh. You’ll be the first point of contact for technical support, working directly with the customer’s JIRA-based ITSM environment and supporting technologies across Microsoft 365, Windows, Active Directory, AWS, Azure and VMware .

About Version 1

Version 1 is a trusted technology services and digital transformation partner, helping organisations innovate, modernise and maximise the value of their technology investments .

Our expertise spans cloud, data & AI, enterprise applications, digital transformation and managed services , supporting leading public and private sector organisations.

At the heart of our Managed Services capability is the Service Reliability Group (SRG) , delivering business-critical services across: Application Managed Services Cloud Management & Optimisation (Azure, AWS and OCI) Infrastructure & Database Managed Services Digital Workplace & Service Desk Operations Through our ASPIRE Managed Services Framework , SRG combines AI, automation, technical expertise and continuous improvement to help customers improve service performance, resilience and business value.

Supporting customers across public sector, financial services and commercial organisations , our teams manage and optimise complex, business-critical technology environments while continually improving the services we deliver.

Responsibilities

• Provide L1/L2 technical support across phone, email and chat.
• Own incidents and service requests from logging and triage through to resolution or escalation .
• Troubleshoot hardware, software, network and access issues .
• Support Microsoft 365, Windows, Active Directory and Group Policy environments.
• Manage incidents and requests through JIRA / ITSM tooling .
• Work to agreed SLAs , ensuring clear communication and accurate ticket updates.
• Monitor system alerts, perform routine health checks and maintenance , and proactively identify issues.
• Support software updates, patching, backups and system deployments.
• Contribute to knowledge articles, service improvements and IT projects .
• Collaborate with specialist technical teams on more complex incidents.

Requirements

• This is a hands-on role for someone who enjoys solving problems, working directly with users and delivering a high-quality IT support experience.
• 2 to 5 years' experience in IT support / Service Desk environments.
• L1/L2 troubleshooting and incident management experience.
• Hands-on experience with JIRA, ServiceNow or similar ITSM tools .
• Good knowledge of Microsoft 365, Windows, Active Directory and Group Policy .
• Understanding of ITIL processes and best practices , with ITIL v4 certification desirable.
• Knowledge of Windows Server, VMware and Linux is beneficial.
• Strong customer service, communication and problem-solving skills.
• Comfortable working in a rotating shift environment .
• BPSS / SC / CTC clearance eligibility or clearance is mandatory.
• Why Version 1 Be part of a global
• Oracle practice of 700+ specialists
• Over 500+ certified professionals across the entire
• Oracle ecosystem Work on large-scale, multi-pillar enterprise

Oracle Cloud programmes Work with a high-performing, collaborative

• Oracle practice Oracle Innovation Partner of the Year 2023 (EMEA) We provide end-to-end
• Oracle business transformation services, including consulting and advisory services, implementation, integration and managed services
• Our expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clients
• Significant training budget for certifications and further education.

Preferred

• Exposure to AWS and/or Azure is advantageous.

Benefits

• Join an award-winning consultancy recognised for innovation and delivery excellence
• Clear career progression, strong leadership support, and genuine investment in your growth A culture that values expertise, autonomy, and doing things properly
• Strong career progression & mentorship through our Strength in Balance and leadership programmes, including quarterly
• Pathways Career Development reviews .
• Version 1 Annual Excellence Awards & Call-Out recognition platform celebrating achievement.
• Moments that matter & enhanced maternity/paternity leave policies to support your journey.
• Active ESG & CSR initiatives , allowing you to give back through fundraising, volunteering, and diversity, inclusion & belonging programmes.
• Quarterly performance-related profit share
• Hybrid / Remote working flexibility
• Pension, private healthcare, life assurance cover
• Certified Great Place to Work for 10+ years running

If you’re an experienced Service Desk Analyst who enjoys solving technical problems, supporting customers and developing your skills in a modern Managed Services environment, we’d love to hear from you. This is hybrid based with occasional travel to your nearest base office. Malti Sharma, Senior Talent Acquisition Consultant – Enterprise Applications & SRG #LI-MS3 #LI-Hybrid We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 Careers Please note: We have an internal recruitment team and do not accept agency candidates. If you want to join the team here at Version 1, get in touch with us directly!