Service Desk Analyst

Join OneAdvancedWe 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.What You Will DoServe 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.What You Will HaveA 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 YouWellbeing that means something26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every yearExceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leaveRobust sick pay of up to 13 weeks full pay + 13 weeks half pay24/7 Employee Assistance Programme for confidential supportPrivate medical insurance for everyone, no medical-history exclusionsFinancial Benefits That Have Your BackGroup-wide performance bonus, when we win, you winIncome protection: up to 75% salary for 5 years if you ever need itGrow your career with usSkillsHub learning platform with leadership pathways, future-manager training, and a huge online libraryAccess to external training and apprenticeshipsMaking a DifferenceMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the fundingPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a fingerPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:ULEV car scheme with 1,000+ modelsDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life CoverWho We AreOneAdvanced 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

Created: 2025-12-13