Service Desk Analyst

We are looking for a Service Desk Analyst to join our Health and Care service desk team providing support to our GP Electronic Record customers. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service.

The successful candidate will join an experienced team providing support and technical assistance to a large customer base. You will have a professional manner at all times and be able to investigate technical problems within our bespoke software. 

This role follows a rota-pattern between 06:30-20:30 that is primarily home-based, with our Birmingham HQ serving as the official location. 

• As a Service Desk Analyst you will provide 1^st line support for our Service Desk, communicating with customers via telephone, email, and using out support portal.
• Troubleshoot tickets and liaise with users until resolution is achieved, escalating as appropriate, retaining ownership throughout the lifecycle of the ticket. 
• Working with resolver teams across our business, while accurately recording and maintaining tickets within our ITSM platform.
• Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

• As a Service Desk Analyst, you will have the ability to troubleshoot issues using a methodical and logical approach.
• A passion for IT and customer service.
• Experience in the co-ordination of issue resolution to agreed service levels and targets.
• Strong organisation skills, especially the ability to multitask, and prioritise workload within a busy service desk.
• Excellent communication and inter-personal skills.
• Ability to learn fast, develop within the role, and understand new products within the marketplace.
• Willingness to self-educate and maintain knowledge levels.

#LI-RL1

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

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

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.