Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join our dynamic team within a Managed Service Provider (MSP) environment. You will be the first point of contact for IT incidents, service requests, and queries from multiple customers across a diverse range of industries. This is a shared support model, and you will play a key role in delivering high-quality 1st and 2nd line support as part of our 24x7 operation.

This role operates on a shift pattern to ensure continuous coverage, including nights, weekends, and public holidays.

• 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 your technical and customer service skills with guidance and training from senior team members.

• 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.

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth - Regardless of where you are at in your career, we're committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
• Online Learning Platform: SkillsHub - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth. We also offer a range of external training opportunities including apprenticeship.

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt – Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, 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 not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here