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For Companies At a Glance
- Tasks: Provide technical support and resolve IT issues for customers in a dynamic environment.
- Company: Join Version 1, a leading tech services provider with over 28 years of experience.
- Benefits: Enjoy flexible working, profit sharing, wellness initiatives, and generous holiday allowances.
- Other info: Opportunity for career progression and ongoing training in the latest technologies.
- Why this job: Be part of a supportive culture that values growth, innovation, and community impact.
- Qualifications: 3-5 years in IT support, strong problem-solving skills, and familiarity with JIRA or ServiceNow.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:
- UK & Ireland\’s premier AWS, Microsoft & Oracle partner
- 3300+ strong, €350/£300m revenue business
- 10+ years as a Great Place to Work in Ireland & UK
- Best Workplace for Women in the UK & Ireland by GPTW
- Best Workplace for Wellbeing in the UK by GPTW
We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!
Job Description
Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.
We are seeking an experienced and results-driven Senior Service Desk Analyst to work on a customer site based in Edinburgh. You will be embedded within the customer’s on-site team and will work directly with their IT Service Management (ITSM) tooling, specifically JIRA.
As an IT Service Desk Analyst, you are the first point of contact for technical support within the organization. Your role is to provide timely and professional assistance to resolve IT-related issues, helping your colleagues and our customers stay productive and meet their objectives. You take pride in delivering excellent customer service, applying your technical expertise, and ensuring a reliable IT infrastructure. Whether handling first-level queries or escalating more complex challenges or performing maintenance activities, you are committed to maintaining a smooth and efficient IT environment.
The successful candidate will play a critical role in managing and resolving complex technical issues within our AWS, Microsoft Office, VMware and Windows service environments. This role demands a strong understanding of cloud technologies, exceptional problem-solving skills, and the ability to provide exceptional support to our clients.
This is a full-time role based at a customer site in Edinburgh.
Key Responsibilities:
- Serve as the first point of contact for technical support via phone, email, or chat.
- Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, and network problems.
- Log and manage incidents, service requests, and queries in the ticketing system.
- Resolving end user issues or escalating infrastructure/application issues to appropriate team.
- Requirement to build, update laptops, remote in and resolve end user issues.
- Ensure effective Asset Management of defined client devices
- Provide support for user account management, such as password resets and access requests.
- Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
- Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
- Contribute to the development and maintenance of the IT knowledge base.
- Deliver excellent customer service and build strong relationships with end-users.
- Monitor system performance and identify potential issues proactively.
- Collaborate with other IT teams to address complex or recurring problems.
- Participate in IT projects, such as system upgrades or deployments, when required.
- Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
- Perform scheduled maintenance, such as software updates, patch installations, and backups.
- Monitor and manage system alerts to address potential issues before they escalate.
- Review and refine service desk documentation and processes regularly for efficiency and accuracy.
- Test business continuity measures, including disaster recovery plans, to ensure readiness.
- Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
- Participate in ongoing training and development to stay current with IT trends and technologies.
Qualifications
Skills, Education & Qualifications:
- Minimum of 3-5 years of experience in Service Desk andIT support
- Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
- Experience with service desk management tools (e.g. JIRA, ServiceNow).
- Experience in Oracle to run pre-configured SQL scripts (as per runbooks)
- Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
- Strong communication, interpersonal, and problem-solving abilities with a Customer-focused mindset
- Ability to manage multiple priorities and meet deadlines.
- Adaptability to evolving technologies and processes.
- Strong analytical and reporting skills.
- Proficiency in Microsoft Office 365 Support.
- Knowledge of AWS and Azure(preferable) fundamentals.
- Proficiency in Active Directory and Group Policy Support
- Technical proficiency in Windows Server and Linux (preferable) operating systems.
Additional Information
Why Version 1?
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.
- Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company\’s profits.
- Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
- Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
- Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
- Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
- Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
- Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
- Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
And many more exciting benefits… drop us a note to find out more.
Ashley Smith – Talent Acquisition Capability Partner
Ashley.Smith@version1.com #LI-AS1
#J-18808-Ljbffr
Senior Service Desk Analyst employer: Version 1
Contact Detail:
Version 1 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with JIRA and ServiceNow, as these are key tools for the Senior Service Desk Analyst role. Consider taking online courses or tutorials to enhance your skills in these platforms, which will demonstrate your commitment and readiness for the position.
✨Tip Number 2
Brush up on your knowledge of AWS and Azure fundamentals, as well as ITIL frameworks. Being able to discuss how these technologies impact service delivery will set you apart during interviews and show that you understand the broader context of the role.
✨Tip Number 3
Prepare to showcase your problem-solving abilities by thinking of specific examples from your past experience where you successfully resolved complex technical issues. This will help you illustrate your expertise and customer-focused mindset during discussions.
✨Tip Number 4
Network with current or former employees of Version 1 on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when tailoring your approach during the application process.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in IT support and service desk roles. Emphasise your familiarity with tools like JIRA and ServiceNow, as well as your understanding of cloud technologies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and problem-solving. Mention specific examples of how you've successfully resolved technical issues in the past and how you align with Version 1's core values.
Highlight Relevant Skills: In your application, clearly outline your skills related to IT infrastructure, troubleshooting methodologies, and any certifications you hold, such as ITIL v4. This will demonstrate your qualifications for the Senior Service Desk Analyst role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in an IT support role.
How to prepare for a job interview at Version 1
✨Understand the Company Culture
Before your interview, take some time to research Version 1's core values and company culture. They prioritise strong partnerships and employee wellbeing, so be prepared to discuss how your values align with theirs.
✨Showcase Your Technical Skills
As a Senior Service Desk Analyst, you'll need to demonstrate your technical expertise. Be ready to discuss your experience with IT infrastructure, JIRA, and cloud technologies like AWS and Azure. Prepare examples of how you've resolved complex issues in the past.
✨Emphasise Customer Service
Version 1 places a strong emphasis on delivering excellent customer service. Share specific instances where you've gone above and beyond to assist users or improve their experience, highlighting your problem-solving abilities and communication skills.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your troubleshooting skills and ability to handle multiple priorities. Practice articulating your thought process when diagnosing and resolving IT issues, as this will showcase your analytical skills and adaptability.