{"id":3071199,"url":"https://alion.io/job/oneadvanced-service-desk-analyst-3","title":"Service Desk Analyst","company":{"id":51451,"name":"OneAdvanced","domain":"oneadvanced.com","url":"https://alion.io/company/oneadvanced","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["York, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":63000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T09:28:26Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T10:31:37Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Join OneAdvanced\nThe Senior Service Desk Analyst provides high-quality technical support to customers and end users while acting as a senior point of escalation within the Service Desk.\nThe role combines hands-on technical troubleshooting with greater responsibility for incident ownership, service quality and supporting the development of other analysts. You will take ownership of more complex issues, help drive incidents through to resolution and ensure customers receive clear, professional and proactive communication throughout their support experience.\nThis is an ideal role for an experienced Service Desk Analyst who wants to develop their technical capability, take on greater responsibility and progress towards technical specialist or leadership opportunities.\nWhat You Will Do\nTechnical Support & Incident Management\nProvide high-quality 1st and 2nd line technical support across a range of end-user technologies.\nTake ownership of more complex incidents and service requests escalated by Service Desk Analysts.\nTroubleshoot hardware, software, connectivity, access and Microsoft 365 related issues.\nDrive incidents through to resolution, engaging resolver teams and technical specialists where required.\nMaintain clear, accurate and timely updates within the ITSM platform.\nIdentify recurring incidents and contribute to problem management and root-cause analysis.\nSupport Priority and Major Incident activity when required.\nCustomer Experience\nDeliver a professional, helpful and consistent customer experience across telephone, portal, email and other support channels.\nTake ownership of customer issues rather than simply passing tickets between teams.\nCommunicate technical information clearly to both technical and non-technical users.\nManage customer expectations effectively, particularly during complex or prolonged incidents.\nSupport the resolution of escalated customer concerns.\nTeam Support & Coaching\nAct as a senior point of support for Service Desk Analysts.\nProvide coaching and practical guidance to colleagues on troubleshooting, ticket quality and customer communication.\nShare technical knowledge and encourage collaborative problem solving across the team.\nSupport the onboarding and development of new analysts.\nHelp identify knowledge or capability gaps within the Service Desk.\nDemonstrate the behaviours and service standards expected across the wider team.\nService Improvement\nIdentify opportunities to reduce repeat contacts and improve first-contact resolution.\nContribute to the creation and maintenance of knowledge articles and troubleshooting guides.\nSupport automation and self-service initiatives by identifying repeatable or high-volume activities.\nHighlight recurring trends, ticket drivers and opportunities for permanent resolution.\nSupport improvements to Service Desk processes and ways of working.\nOperational Performance\nWork within agreed service levels and operational targets.\nMaintain a high standard of ticket ownership, documentation and classification.\nSupport queue management during periods of increased demand.\nProactively identify ageing or at-risk tickets and help drive them towards resolution.\nSupport Team Leaders with maintaining operational standards across the Service Desk.\nWhat You Will Have\nPlease note, applicants must have the legal right to work in the UK at the time of application.\n\nPrevious experience working within an IT Service Desk, Helpdesk or technical support environment.\n\nStrong troubleshooting and analytical skills.\n\nExperience supporting Microsoft Windows and Microsoft 365 environments.\n\nGood understanding of Active Directory and user/access management.\n\nExperience working with an ITSM or ticket management platform.\n\nStrong understanding of incident and service request management.\n\nExcellent written and verbal communication skills.\n\nStrong customer service mindset with the ability to take ownership of issues.\n\nAbility to prioritise effectively in a busy operational environment.\n\nExperience supporting or coaching less experienced colleagues.\nWhat We Do For You\nWellbeing that means something\n26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year\nExceptional 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\nRobust sick pay of up to 13 weeks full pay + 13 weeks half pay\n24/7 Employee Assistance Programme for confidential support\nPrivate medical insurance for everyone, no medical-history exclusions\nFinancial benefits that have your back\nPerformance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures\nIncome protection: up to 75% salary for 5 years if you ever need it\nPension with 5% matched company contributions\nLife assurance worth 4x your salary from day one\nFree financial planning session with the option to engage in more tailored financial coaching.\nGrow your career with us\nSkillsHub learning platform with leadership pathways, future-manager training, and a huge online library\nAccess to external training and apprenticeships\nMaking a Difference\nMatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding\nPennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger\nPlus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:\nULEV car scheme with 1,000+ models\nDental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership\nWho We Are\nAt 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.\nWe’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.\nOneAdvanced 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.\nOur 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.\nWe 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.\nProud 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.\nJoin us and become part of a team that’s powering the world of work and making a real difference.\nLearn more at www.oneadvanced.com","description_format":"text","description_chars":7172,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Gym membership","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","EHR & Clinical Software","HR & Payroll Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-22T09:28:26Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.862,"p_room":1,"age_days":5,"expected_fill_days":19,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/oneadvanced-service-desk-analyst-3","json_url":"https://alion.io/job/oneadvanced-service-desk-analyst-3.json","meta":{"generated_at":"2026-10-28T13:30:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18178,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51451},"rest":"https://alion.io/mcp/rest/get_company?id=51451"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Foneadvanced-service-desk-analyst-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Foneadvanced-service-desk-analyst-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Foneadvanced-service-desk-analyst-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/oneadvanced-service-desk-analyst-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Foneadvanced-service-desk-analyst-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3071199}},{"tool":"search_jobs","arguments":{"company":"oneadvanced.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3071199},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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