About this role
Company 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
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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!