Service Desk Level 1/Level 2 Analyst

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 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.

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

By clicking the link above or any third‑party link within this posting, you are leaving this site and going to a third‑party website where the third‑party website's terms and privacy policy apply