Senior Service Desk Analyst

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.

Skills, Education & Qualifications:

• Minimum of 3-5 years of experience in Service Desk and IT 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.

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

[email protected] #LI-AS1