Associate Service Desk Analyst, The Adaptavist Group
Digital transformation technology provider
Posted today
Digital transformation technology provider
1001+ employees
Posted today
1001+ employees
Company mission
To deliver innovative software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems.
Role
Who you are
- English fluency - both written and verbal
- Excellent organisational, prioritisation and interpersonal skills
- An ability to think innovatively and creatively to solve problems
- Using problem solving tools and techniques to help identify and resolve issues
- Self Awareness - knowing what problems you can solve and when you need to escalate
- Confidence in collaborating with systems engineers to bring the issue to a successful resolution
- Forensic attention to detail
- Willingness to learn
- Experience within a fast-paced, fast-growth Tech start-up environment
- . If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet
What the job involves
- The Associate Service Desk Analyst role will provide 1st level service support and resolution to existing and new Managed Services customers with their issues in relation to their Managed Service provided by Adaptavist
- The role will provide 1st line support and incident management to either resolve customer issues directly, or escalate the issue accordingly
- Responsibilities will follow ticket lifecycle management from triage to debugging through to smoke testing and resolution in line with the agreed Service Level Agreements (SLA)
- This role will play a critical part in providing excellent service to our customers, ensuring that we resolve their issues quickly to ensure they remain customers with Adaptavist for the long term
- Providing excellent customer service through responding to customer issues in a professional manner and keeping them informed of progress
- Owning assigned issues/incidents through the ticket lifecycle management covering
- Creating issue ticket and initial triage to identify problem issue/area
- Applying problem solving analysis and techniques to resolve issues where appropriate
- Assigning the issue to an appropriate Systems Engineer based on problem issue, skill set and resources available
- Acting as main coordination point with team working on incident to bring the issue to a successful resolution
- Providing clear communication and updates to the customer and key stakeholders within the team (systems engineers, Service Delivery Managers)
- Escalating to senior team members or external vendors when an incident becomes blocked to help resolve the issue
- Creating, maintaining and curating of incident documentation to benefit both the customer and the team for retros and continuous team learning
- Supporting with Root Cause Analysis (RCA) collation and documentation
- Supporting with smoke testing to check functionality of a solution prior to its release to customer production systems
Our take
The Adaptavist Group is a leading player in the Atlassian ecosystem, which provides software for software developers. Adaptavist helps companies develop modern, adaptive approaches to development, deployment, and application lifecycle management to augment the Atlassian experience.
Back in the mid-noughties, The Adaptavist Group firmly established itself as a key player in helping companies utilise Atlassian's industry-leading tools. Adaptavist has subsequently developed similar optimisation products and tools for Amazon Web Services, GitHub and Monday, as well as consultancy services for companies wanting to maximise their use of these platforms. Adaptavist’s reach is global, and it was named Atlassian's Partner of the Year 2024. It services over 75% of the Fortune 500.
The Adaptavist Group is leveraging the global boom in software development. Its strategic expansion into the growing DevSecOps market, for example, through partnering with Sonatype, sees it unlock involvement in an industry that reached a $6.5 billion valuation by 2025. With this expansionist approach, The Adaptavist Group has aligned many leading brands under its umbrella and has been consistent in its launch of tools. Its reputation as a leading industry player propels a dynamic and hugely lucrative upward trajectory.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Autonomy
"Autonomy is one of the core Adaptavist values. We are all treated as responsible adults from day one and continuously demonstrate that placing trust..."
Company benefits
- Flexible working, suit your personal needs while maintaining your job responsibilities
- Enhanced parental leave - 26 weeks at full pay for birthing partners, and 13 weeks at full pay for non-birthing partners
- Employee donation scheme with AdaptaKind, making an impactful change in the world through company-matched charitable giving, fundraising and volunteering
- Online streaming service - Whether you're a Disney fanatic, an Audible enthusiast or a Netflix nut, there should be something for all!
- Calm app subscription. Calm is the number 1 app for sleep, meditation and relaxation
- Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS
- Healthcare insurance by TriNet
- Employee assistance programme to support personal issues like health, family, money, work and most importantly, you!
- 401K matching scheme up to 4% as your employer
- Unlimited holiday! That's right, there's no cap on the number of days that you can request off in our holiday year.
Company values
- Trust from day one - At The Adaptavist Group, trust is at the core of everything we do. We believe in our team's ability to work flexibly from anywhere, and we deeply value the trust that forms the foundation of our relationships with clients. Our commitment to privacy and security is unwavering, ensuring that we create a safe and supportive environment for everyone
- Teamwork - We admire individual talent, but we believe it’s even more powerful when combined with teamwork. With a global team of over 1,000 people, we know that every single person at The Adaptavist Group plays a vital role, and that nothing we accomplish happens in isolation
- Pragmatism - We value being practical, confident, and flexible over being rigid or stuck in our ways. Trust is key to how we work—we don't rely on strict rules or processes, but focus on what matters: achieving great results and getting the job done well
- Humility - We’re proud of what we do, but we stay grounded and let our work speak for itself. We approach everything with quiet confidence and, when we make mistakes, we own them and see them as chances to learn and grow
- Curiosity - We know we don’t have all the answers, and we understand there’s more than one way to get things done. We’re always open to fresh ideas and welcome the changes they might bring. Curiosity and a passion for innovation have fuelled our growth
Company HQ
London, UK
Leadership
Worked as a Senior Security Consultant for Barclaycard, and was Director of WTG. First joined Adaptavist as a Board Advisor, and was made CEO in 2010.
People progressing
Reece joined TAG as an Associate Software Engineer in May 2019. Within 5 months, they advanced to Software Engineer, then to Senior in under two years, and by September 2024, became Staff Engineer.
Sarah joined TAG as a Project Manager in 2017 in the Toronto office. They found their true calling in Sales and made an internal move a couple of years later and have since advanced to become a Strategic Sales Executive.
Rodrigo initially worked with TAG as a Contractor before joining the UK team permanently as a Commercial Operations Analyst. Since then, they moved to the Madrid office as a Business Operations Manager.
Diversity, Equity & Inclusion at The Adaptavist Group
Emma Weston (Head of People Experience)
- We know that, historically, the tech sector has felt out of reach or even unwelcoming to many people. At The Adaptavist Group, we're committed to changing that. It's our people who make our success, and we believe that a diverse community—one where everyone feels respected, included, and valued—makes us stronger, more innovative, and more creative as a whole.
- We have created an environment that accommodates and supports people from all backgrounds, offering flexible ways of working and workplace benefits that are genuinely helpful, as well as keeping an open dialogue and welcoming feedback on these topics.
- Whether you've worked in tech for your whole career or this is a brand new direction for you, your experience and skills are valuable to us. We need fresh perspectives, forward thinkers, and problem solvers. We see the whole person, and we hire people who we believe will make a positive contribution to our community.
- We welcome applications from people of all backgrounds, and particularly those who are often underrepresented in our industry, such as women and people of colour.
- We want to level the playing field for all those that interview with us. That's why we have created guidance on our careers page on what to expect as part of our interview process, typical questions we may ask you, and when and where to use AI as part of your application.
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