Service Desk Analyst

Join us as a Service Desk Analyst at Sulaiman Alqudaibi Co. For GRP & Plastic Products. We are seeking a proactive and customer‑focused Service Desk Analyst to join our dynamic team within a Managed Service Provider (MSP) environment. The role is the first point of contact for IT incidents, service requests, and queries from multiple customers across a diverse range of industries. It is a shared support model and you will deliver high‑quality 1st and 2nd line support as part of our 24x7 operation. You will work on a shift pattern to ensure continuous coverage, including nights, weekends, and public holidays. What You Will Do Serve as the first point of contact for IT support via phone, email, and ticketing system. Log, classify, and prioritize incidents and service requests. Provide basic troubleshooting for hardware, software, user access, and network‑related issues. Use provided documentation and standard procedures to resolve common issues. Escalate complex problems to senior analysts or technical teams while keeping the user informed. Maintain clear and accurate records of all support interactions in the IT service management tool. Follow shift handover procedures and contribute to ongoing knowledge sharing. Develop technical and customer service skills with guidance and training from senior team members. What You Will Have A genuine interest in IT and technology, with a desire to build a career in IT support. Excellent communication skills and a customer‑focused approach. Basic understanding of common IT concepts (e.g., Windows OS, Office 365, user accounts). Ability to follow instructions and standard procedures accurately. Willingness to work in a shift‑based 24x7 environment, including nights and weekends. Strong attention to detail and willingness to learn from feedback. What We Do For You Wellbeing focused Annual leave: 26 days plus public holidays and the option to buy additional days. Employee Assistance Programme: Free advice, support and confidential counselling available 24/7 through Care First. Personal Growth Development programmes: From Future Managers to Leadership Training. Performance bonus: Group‑wide bonus scheme. Online Learning Platform: SkillsHub – Learning at your fingertips, anytime from anywhere. Also external training opportunities including apprenticeship. Financial wellbeing Pension scheme: 5% matched contribution by the company (Scottish Widows). Income protection insurance: Support and assistance when you need it most. Recognition Performance & Talent platform: Real‑time feedback, conversations and goals. Making a Difference MatchIt – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding. Volunteering leave: Time to help those who need it. Pennies from Heaven: Donate pennies from your paycheck to make a difference. Who We Are OneAdvanced is one of the UK's largest providers of business software and services, serving 20 000+ global customers with an annual turnover of £330 M. We manage 1,500,000 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and much more. Our mission is to power the world of work and our software underpins some of the UK's most critical sectors. We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that empowers the growth, ambitions and talent of our people. Job Specifications Seniority level: Entry level Employment type: Full‑time Job function: Information Technology Industries: IT System Training and Support Location: United Kingdom #J-18808-Ljbffr