Service Desk User's email is triggering a different SSO connection

I've got a service desk user(free type user) who is on a domain that i'm guessing also uses Jira.

 

So when this user goes to our Service Desk login page and enters their email address it is redirecting them to another login page?

https://XXXXXXXXX.atlassian.net/servicedesk/customer/portal/62/

they enter their email. The SSO button pops up, which they click. and then the attached screen.

Q1: is this something my Jira admins can fix, or is it something the service desk users Jira team needs to fix?

Q2: is there any way to switch back to username for login?Screenshot 2017-06-14 10.01.06.pngScreenshot 2017-06-14 10.00.50.png

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