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For Companies At a Glance
- Tasks: Be the go-to person for IT support, solving problems and helping customers thrive.
- Company: Join OneAdvanced, a leading tech company making a real impact across various sectors.
- Benefits: Enjoy 26 days holiday, private medical insurance, and flexible benefits tailored to your lifestyle.
- Why this job: Kickstart your IT career in a dynamic environment with opportunities for growth and learning.
- Qualifications: A passion for IT, great communication skills, and a willingness to learn are essential.
- Other info: Work in a supportive team with a focus on innovation and inclusivity.
The predicted salary is between 30000 - 42000 £ per year.
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
- 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.
- 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 through 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.
- 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.
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.
Service Desk Analyst in Birmingham employer: OneAdvanced
Contact Detail:
OneAdvanced Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Birmingham
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, attend events, and connect with current employees at OneAdvanced. A friendly chat can sometimes lead to opportunities that aren’t even advertised!
✨Tip Number 2
Practice your interview skills! We all know interviews can be nerve-wracking, so grab a mate and do some mock interviews. Focus on common questions for Service Desk Analysts and show off your customer service skills.
✨Tip Number 3
Show your passion for IT! When you get the chance to speak with recruiters or during interviews, share your enthusiasm for technology and how you keep up with the latest trends. It’ll make you stand out as a candidate who’s genuinely interested.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the OneAdvanced team!
We think you need these skills to ace Service Desk Analyst in Birmingham
Some tips for your application 🫡
Show Your Passion for IT: Let us see your genuine interest in IT and technology right from the start. Mention any relevant experiences or projects that showcase your enthusiasm and desire to build a career in IT support.
Tailor Your Application: Make sure to customise your application to highlight how your skills align with the role of a Service Desk Analyst. Use keywords from the job description to demonstrate that you understand what we're looking for.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your communication reflects the excellent customer service skills we value.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with OneAdvanced!
How to prepare for a job interview at OneAdvanced
✨Know Your Tech Basics
Brush up on your understanding of common IT concepts like Windows OS and Office 365. Being able to discuss these topics confidently will show that you have a genuine interest in IT and are ready to tackle the challenges of a Service Desk Analyst.
✨Practice Customer Communication
Since this role is all about customer interaction, practice your communication skills. Role-play scenarios where you handle IT incidents or service requests. This will help you convey information clearly and maintain a customer-focused approach during the interview.
✨Familiarise Yourself with Incident Management
Understand the basics of logging, classifying, and prioritising incidents. Familiarity with ticketing systems can give you an edge, so if you have experience with any, be sure to mention it. This shows you're prepared for the responsibilities of the role.
✨Show Your Willingness to Learn
Highlight your eagerness to develop your technical and customer service skills. Mention any past experiences where you've learned from feedback or adapted to new situations. This will demonstrate that you're not just looking for a job, but a career in IT support.
