Service Desk Level 1Level 2 Analyst

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

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

This is a hands-on role for someone who enjoys solving problems working directly with users and delivering a high-quality IT support experience.

What Youll Do:

• 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.

Qualifications :

What Were Looking For:

• 2 to 5 years experience in IT support / Service Desk environments.
• Strong 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.
• Exposure to AWS and/or Azure is advantageous.
• 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.

Additional Information :

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
• 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.
• Significant training budget for certifications and further education.
• 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.

Benefits include:

• 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 youre an experienced Service Desk Analyst who enjoys solving technical problems supporting customers and developing your skills in a modern Managed Services environment wed 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! 

Remote Work :

No

Employment Type :

Full-time