Service Desk Level 1/Level 2 Analyst
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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.
Requirements
Department: Services Reliability Group
Function: Information Technology
Experience Level: Mid-Senior Level