Service Desk Analyst

at  OneAdvanced

Role Introduction:
Are you interested in starting a career within IT? Join a fast-paced service desk environment that is passionate about delivering excellent customer service, resolving customer issues and involved in all aspects of technical support.

What You Will Do:

• As an Associate Support Analyst, you will be responsible for handling incoming calls and undertaking any relevant issue investigation ensuring all key information is accurately captured
• Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
• Perform and undertake all aspects of support service (telephone calls, web incidents, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues, providing workarounds when appropriate

What You Will Have:

• As an Associate Support Analyst, you will enjoy working in a diverse environment where you have the opportunity to work with different customers on a day to day basis
• You have high standards and ensures that activities are driven to completion
• You are a team player and enjoy helping others
• You are proactive and can prioritise tasks effectively

What We Do For You:

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:
Advanced is one UK’s largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK’s most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at Advanced please click her

• As an Associate Support Analyst, you will be responsible for handling incoming calls and undertaking any relevant issue investigation ensuring all key information is accurately captured
• Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
• Perform and undertake all aspects of support service (telephone calls, web incidents, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues, providing workarounds when appropriat