Service Desk Level 1/Level 2 Analyst

Job Description

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.

We’re looking for an experienced 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.

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 You’ll 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 We’re 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 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! 

Company Description

Version 1 is a trusted technology services and digital transformation partner, helping organisations accelerate innovation, modernise operations, and realise value from their technology investments. 

With expertise spanning cloud, data, digital transformation, enterprise applications, managed services and AI, Version 1 partners with some of the UK's, Ireland's and international markets' most recognised public and private sector organisations.

At the heart of Version 1's managed services capability is the Service Reliability Group (SRG). SRG delivers mission-critical managed services that enable customers to maximise the performance, security and reliability of their technology estates. Operating as Version 1's Managed Services practice, SRG provides a comprehensive portfolio of services including:

• Application Managed Services
• Cloud Management and Optimisation (Azure, AWS and OCI)
• Infrastructure and Database Managed Services
• Digital Workplace Services and Service Desk Operations

Through its proprietary ASPIRE Managed Services Framework, SRG helps customers drive continual service improvement, enhance operational resilience and achieve long-term business outcomes. 

The practice supports a diverse customer base across public sector, financial services and commercial organisations, delivering both large-scale multi-service managed service contracts and dedicated customer support models.

What differentiates SRG is its focus on combining deep technical expertise with operational excellence, providing customers with a trusted partner to manage, optimise and evolve their technology environments while allowing them to focus on their core business objectives. 

Its strong customer retention and recurring revenue model reflects the long-term partnerships it builds with clients and its reputation for delivering reliable, high-quality services. 

For organisations looking to modernise, optimise or outsource technology operations, SRG provides the scale, expertise and proven service delivery capability required to support complex, business-critical environments.