IT Service Desk Analyst — First‑Line Support Pro

OneAdvanced Limited; Birmingham; Hybrid; GBP 24,000 - 34,000; Full time

Benefits offered by this job

26 days holiday + bank holidays

Paid volunteering day

Private medical insurance

Pension with matched contributions

Life assurance 4x salary

Gym membership

Job summary

OneAdvanced is seeking a proactive Service Desk Analyst to join our MSP environment in Birmingham. You will be the first point of contact for IT incidents, service requests, and queries from multiple customers, providing 1st and 2nd line support within a shared support model.

You will log, classify, and prioritize requests, perform basic troubleshooting, and escalate complex issues while maintaining clear records. A keen willingness to learn and grow with senior guidance is essential.

Qualifications

• Interest in IT and technology and a desire to build a career in IT support.
• Excellent communication skills and a customer-focused approach.
• Basic understanding of Windows OS, Office 365, and user accounts.
• Ability to follow instructions and standard procedures precisely.
• Attention to detail and willingness to learn.

Responsibilities

• 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.

Skills

Customer-focused

Strong communication

IT basics

Documentation

Team player

Tools

Windows OS

Office 365

Job description

OneAdvanced is seeking a proactive Service Desk Analyst to join our MSP environment in Birmingham. You will be the first point of contact for IT incidents, service requests, and queries from multiple customers, providing 1st and 2nd line support within a shared support model.

You will log, classify, and prioritize requests, perform basic troubleshooting, and escalate complex issues while maintaining clear records. A keen willingness to learn and grow with senior guidance is essential.