Hybrid IT Service Desk Analyst (L1–L2)

Version 1; City of Edinburgh; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid / Remote

Pension, private healthcare, life assu

Great Place to Work

Job summary

Version 1 in Edinburgh is seeking an experienced L1/L2 IT Service Desk Analyst to join a customer-facing team. You’ll be the first point of contact for technical support, working in a JIRA-based ITSM environment and supporting Microsoft 365, Windows, Active Directory, AWS, Azure and VMware.

This hands-on role requires problem solving, strong communication and a commitment to SLAs, with rotation shifts and eligibility for BPSS/SC/CTC clearance.

Qualifications

• 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, 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.

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.

Skills

L1/L2 troubleshooting

Customer service

Microsoft 365

Windows

Active Directory

Group Policy

ITIL processes

AWS/Azure

Windows Server

VMware

Linux

Rotation shifts

Clearance eligibility

Education

ITIL v4 certification desirable

Tools

JIRA

ServiceNow

Job description

Version 1 in Edinburgh is seeking an experienced L1/L2 IT Service Desk Analyst to join a customer-facing team. You’ll be the first point of contact for technical support, working in a JIRA-based ITSM environment and supporting Microsoft 365, Windows, Active Directory, AWS, Azure and VMware.

This hands-on role requires problem solving, strong communication and a commitment to SLAs, with rotation shifts and eligibility for BPSS/SC/CTC clearance.