Senior Service Desk Analyst — Lead & Resolve

OneAdvanced Limited; York and North Yorkshire; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

26 days’ holiday + bank holidays

Private medical insurance

Pension with matched contributions

Life assurance 4x salary

Volunteer days

Employee assistance programme

Job summary

OneAdvanced Limited is seeking a Senior Service Desk Analyst to deliver high-quality 1st/2nd line technical support and act as a senior escalation point within the Service Desk. The role combines hands-on troubleshooting with ownership of incidents, service quality, and developing other analysts.

You will take ownership of complex issues, drive resolutions with specialist teams, and communicate clearly with customers across channels while mentoring colleagues and contributing to service

Qualifications

• Experience in IT Service Desk, Helpdesk or technical support environment.
• Strong troubleshooting and analytical skills.
• Experience supporting Windows and Microsoft 365 environments.
• Good understanding of Active Directory and user/access management.
• Experience with an ITSM or ticketing platform.
• Strong incident and service request management knowledge.
• Excellent written and verbal communication skills.
• Customer-focused with ownership mindset.
• Ability to prioritise in busy environments.
• Experience coaching or mentoring colleagues.

Responsibilities

• Provide high-quality 1st and 2nd line technical support across a range of end-user technologies.
• Take ownership of complex incidents and service requests escalated by Service Desk Analysts.
• Troubleshoot hardware, software, connectivity, access and Microsoft 365 issues.
• Drive incidents through to resolution with resolver teams and specialists.
• Maintain timely updates within the ITSM platform.
• Identify recurring incidents and contribute to problem management and RCA.
• Support Priority and Major Incident activity when required.
• Deliver professional customer experience across channels.
• Coach and guide junior analysts and help onboarding of new staff.

Skills

Troubleshooting

Analytical thinking

Windows & Microsoft 365

Active Directory

ITSM / ticketing

Clear communication

Customer focus

Mentoring teammates

Tools

Microsoft Windows

Microsoft 365

Active Directory

ITSM platform

Job description

OneAdvanced Limited is seeking a Senior Service Desk Analyst to deliver high-quality 1st/2nd line technical support and act as a senior escalation point within the Service Desk. The role combines hands-on troubleshooting with ownership of incidents, service quality, and developing other analysts.

You will take ownership of complex issues, drive resolutions with specialist teams, and communicate clearly with customers across channels while mentoring colleagues and contributing to service