Service Desk Analyst

OneAdvanced; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

26 days holiday

Bank holidays

Maternity/paternity leave

Private medical insurance

Pension with matched contributions

Life assurance

Job summary

OneAdvanced in Birmingham (The Mailbox) is seeking a proactive Service Desk Analyst to join our MSP environment. You will be the first point of contact for IT incidents, service requests, and queries across multiple customers, delivering high-quality 1st and 2nd line support.

You will log and classify issues, provide basic troubleshooting for hardware, software and access, escalate complex problems to senior teams, and maintain accurate records in the service management tool.

Qualifications

• A genuine interest in IT and technology.
• 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.
• Strong attention to detail and willingness to learn from feedback.

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 focus

Communication skills

IT concepts

Job description

Join OneAdvanced

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.

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

What You Will Do

• 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.

What You Will Have

Please note, applicants must have the legal right to work in the UK at the time of application.

• 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.
• Strong attention to detail and willingness to learn from feedback.

What We Do For You

Wellbeing that means something

• 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

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

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

Making a Difference

• 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

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

Who We Are

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