Service Desk Analyst

Advance Systems International; York and North Yorkshire; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A Managed Service Provider is seeking a proactive Service Desk Analyst to deliver high-quality 1st and 2nd line support. You will be the first point of contact for IT incidents from diverse customers. This role requires a customer-focused approach and a basic understanding of common IT concepts. You will work shifts, including nights and weekends, ensuring continuous support coverage. Join us to enhance your technical skills in an inclusive culture that drives meaningful progress.

Benefits

26 days’ holiday + bank holidays

Exceptional family leave

Private medical insurance

Employee Assistance Programme

Qualifications

• Genuine interest in IT and technology, with a desire for a career in IT support.
• Excellent communication skills and a customer-focused approach.
• Willingness to work in a shift-based environment.

Responsibilities

• Serve as the first point of contact for IT support via multiple channels.
• Log, classify, and prioritize incidents and service requests.
• Provide basic troubleshooting for hardware, software, and user access issues.

Skills

Customer-focused approach

Basic understanding of Windows OS

Basic understanding of Office 365

Attention to detail

Communication skills

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 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 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

• 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.
• 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 You

• 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

• 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.

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.

Flexible Benefits

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

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.

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