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 24/7 shared support model, and you will play a key role in delivering high-quality 1st and 2nd line support.

Managed IT Services | Cybersecurity, Cloud & IT Support in the UK | OneAdvanced

• →Serve as the first point of contact for IT support via phone, email, and ticketing system.
• →Log, classify, and prioritise 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, Team Leads 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.
• →NOTE: The role operates on a shift basis to support 24/7 coverage.

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional 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 leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com