Service Desk Level 1/Level 2 Analyst

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. 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. 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 • Cer