{"id":3607311,"url":"https://alion.io/job/version-1-service-desk-level-1level-2-analyst","title":"Service Desk Level 1/Level 2 Analyst","company":{"id":4010,"name":"Version 1","domain":"version1.com","url":"https://alion.io/company/version1","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edinburgh, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Linux","optional":true},{"name":"Oracle","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-11-02T12:08:38Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-05T21:50:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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.\nAt the heart of our Managed Services capability is the Service Reliability Group (SRG), delivering business-critical services across:\nApplication Managed Services\n Cloud Management & Optimisation (Azure, AWS and OCI)\nInfrastructure & Database Managed Services\nDigital Workplace & Service Desk Operations\nThrough our ASPIRE Managed Services Framework, SRG combines AI, automation, technical expertise and continuous improvement to help customers improve service performance, resilience and business value.\nSupporting 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.\n 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.\nWe’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.\nThis is a hands-on role for someone who enjoys solving problems, working directly with users and delivering a high-quality IT support experience.\nWhat You’ll Do:\nProvide L1/L2 technical support across phone, email and chat.\nOwn incidents and service requests from logging and triage through to resolution or escalation.\nTroubleshoot hardware, software, network and access issues.\nSupport Microsoft 365, Windows, Active Directory and Group Policy environments.\nManage incidents and requests through JIRA / ITSM tooling.\nWork to agreed SLAs, ensuring clear communication and accurate ticket updates.\nMonitor system alerts, perform routine health checks and maintenance, and proactively identify issues.\nSupport software updates, patching, backups and system deployments.\nContribute to knowledge articles, service improvements and IT projects.\nCollaborate with specialist technical teams on more complex incidents.\n What We’re Looking For:\n2 to 5 years' experience in IT support / Service Desk environments.\nStrong L1/L2 troubleshooting and incident management experience.\nHands-on experience with JIRA, ServiceNow or similar ITSM tools.\nGood knowledge of Microsoft 365, Windows, Active Directory and Group Policy.\nUnderstanding of ITIL processes and best practices, with ITIL v4 certification desirable.\nExposure to AWS and/or Azure is advantageous.\nKnowledge of Windows Server, VMware and Linux is beneficial.\nStrong customer service, communication and problem-solving skills.\nComfortable working in a rotating shift environment.\nBPSS / SC / CTC clearance eligibility or clearance is mandatory.\n Why Version 1\nBe part of a global Oracle practice of 700+ specialists\nOver 500+ certified professionals across the entire Oracle ecosystem\nWork on large-scale, multi-pillar enterprise Oracle Cloud programmes\nWork with a high-performing, collaborative Oracle practice\nOracle Innovation Partner of the Year 2023 (EMEA)\nWe provide end-to-end Oracle business transformation services, including consulting and advisory services, implementation, integration and managed services\nOur expertise in OCI enables us to deliver scalable, flexible, and high performance cloud solutions to the unique needs of our clients\nJoin an award-winning consultancy recognised for innovation and delivery excellence\nClear career progression, strong leadership support, and genuine investment in your growth\nA culture that values expertise, autonomy, and doing things properly\nStrong career progression & mentorship through our Strength in Balance and leadership programmes, including quarterly Pathways Career Development reviews.\nSignificant training budget for certifications and further education.\nVersion 1 Annual Excellence Awards & Call-Out recognition platform celebrating achievement.\nMoments that matter & enhanced maternity/paternity leave policies to support your journey.\nActive ESG & CSR initiatives, allowing you to give back through fundraising, volunteering, and diversity, inclusion & belonging programmes.\nBenefits include:\nQuarterly performance-related profit share\nHybrid / Remote working flexibility\nPension, private healthcare, life assurance cover\nCertified Great Place to Work for 10+ years running \nIf 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.\nThis is hybrid based with occasional travel to your nearest base office.\nMalti Sharma, Senior Talent Acquisition Consultant - Enterprise Applications & SRG\n#LI-MS3\n#LI-Hybrid\nWe are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity, Inclusion & Belonging | Version 1 Careers\nPlease 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!","description_format":"text","description_chars":5493,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-11-02T12:15:12Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":28,"reasons":["conf:4","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/version-1-service-desk-level-1level-2-analyst","json_url":"https://alion.io/job/version-1-service-desk-level-1level-2-analyst.json","meta":{"generated_at":"2026-11-06T00:23:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":692,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4010},"rest":"https://alion.io/mcp/rest/get_company?id=4010"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fversion-1-service-desk-level-1level-2-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fversion-1-service-desk-level-1level-2-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fversion-1-service-desk-level-1level-2-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/version-1-service-desk-level-1level-2-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fversion-1-service-desk-level-1level-2-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3607311}},{"tool":"search_jobs","arguments":{"company":"version1.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3607311},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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