Service Desk Level 1/Level 2 Analyst

Description

The company's global service centre sits at the heart of its Managed Services operation, where automation, AI and continuous improvement are changing how IT services are delivered.

The company is hiring an experienced L1/L2 IT Service Desk Analyst for a customer-facing team in Edinburgh. You will be the first point of contact for technical support, working in the customer's JIRA-based ITSM environment across Microsoft 365, Windows, Active Directory, AWS, Azure and VMware.

The role is hands-on, suited to someone who likes solving problems, working directly with users and giving a high standard of IT support.

The company is a technology services and digital transformation partner for public and private sector organisations, working across cloud, data and AI, enterprise applications, digital transformation and managed services.

Its Service Reliability Group runs business-critical services in application managed services, cloud management and optimisation for Azure, AWS and OCI, infrastructure and database managed services, and digital workplace and service desk operations. The group combines AI, automation, technical skill and continuous improvement to raise service performance, resilience and business value for customers in the public sector, financial services and commercial organisations.

The wider Oracle practice has over 700 specialists, more than 500 of them certified across the Oracle ecosystem.

Responsibilities

• Give first and second line technical support by phone, email and chat.
• Own incidents and service requests from logging and triage through to fix or escalation.
• Diagnose faults with hardware, software, networks and access.
• Look after Microsoft 365, Windows, Active Directory and Group Policy.
• Log and handle incidents and requests in JIRA and other ITSM tools.
• Meet agreed SLAs while keeping users informed and tickets accurate.
• Watch system alerts, run routine health checks and maintenance, and spot problems early.
• Help with software updates, patching, backups and system deployments.
• Write knowledge articles, suggest service improvements and join IT projects.
• Work with specialist technical teams on harder incidents.

Requirements

• 2 to 5 years of experience in IT support or service desk roles.
• Solid L1/L2 troubleshooting and incident management experience.
• Hands-on use of JIRA, ServiceNow or similar ITSM tools.
• Good working knowledge of Microsoft 365, Windows, Active Directory and Group Policy.
• Understanding of ITIL processes and good practice, 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 a rotating shift pattern.
• Eligibility for BPSS, SC or CTC clearance, or holding one, is mandatory.

Conditions

Based in Edinburgh on a hybrid basis, with occasional travel to your nearest base office.

Work follows a rotating shift pattern.

The company is an equal opportunities employer.

Recruitment is handled by an internal team and agency candidates are not accepted.

Benefits

• Quarterly performance-related profit share.
• Pension, private healthcare and life assurance cover.
• Flexible hybrid or remote working.
• Career progression with mentoring and leadership programmes, including quarterly Pathways career development reviews.
• A significant training budget for certifications and further education.
• An annual awards programme and a platform for recognising achievement.
• Enhanced maternity and paternity leave, plus support around major life events.
• Fundraising, volunteering, and diversity, inclusion and belonging programmes through the company's ESG and CSR initiatives.
• Certified Great Place to Work for more than 10 years running.