At a Glance
- Tasks: Provide L1/L2 technical support and troubleshoot issues across various platforms.
- Company: Join Version 1, a leading tech services partner transforming IT delivery.
- Benefits: Enjoy hybrid working, competitive pay, and a strong focus on your career growth.
- Other info: Join an award-winning consultancy with excellent training and mentorship opportunities.
- Why this job: Be part of a dynamic team using AI and automation to enhance IT services.
- Qualifications: 2-5 years in IT support with strong troubleshooting skills and customer service experience.
The predicted salary is between 27000 - 33000 £ per year.
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.
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.
Service Desk Level 1/Level 2 Analyst employer: Version 1
At Version 1, we pride ourselves on being an award-winning employer that places our employees at the heart of everything we do. With a strong commitment to professional growth, inclusive culture, and work-life balance, we offer a comprehensive benefits package that includes private medical insurance, flexible working arrangements, and access to cutting-edge technology. Join us in a collaborative environment where your contributions are valued, and you can thrive in your career while making a meaningful impact in the insurance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Level 1/Level 2 Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Version 1 values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Version 1 might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Version 1!
✨Direct Apply to Version 1
Let's not forget to apply directly through the Version 1 website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Level 1/Level 2 Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Version 1.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Version 1. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Version 1
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
