Service Desk Level 1/Level 2 Analyst

Company DescriptionVersion 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 ServicesCloud Management & Optimisation (Azure, AWS and OCI)Infrastructure & Database Managed ServicesDigital Workplace & Service Desk OperationsThrough 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 DescriptionJoin 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 DoProvide 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.QualificationsWhat 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 InformationWhy Version 1Be part of a global Oracle practice of 700+ specialistsOver 500+ certified professionals across the entire Oracle ecosystemWork on large-scale, multi-pillar enterprise Oracle Cloud programmesWork with a high-performing, collaborative Oracle practiceOracle 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 servicesOur expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clientsJoin an award-winning consultancy recognised for innovation and delivery excellenceClear career progression, strong leadership support, and genuine investment in your growthA culture that values expertise, autonomy, and doing things properlyStrong 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 IncludeQuarterly performance-related profit shareHybrid / Remote working flexibilityPension, private healthcare, life assurance coverCertified 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 & SRGWe are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 CareersPlease 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!