Hybrid IT Service Desk Analyst (1st/2nd Line)

Canopius Group; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Non-contributory pension

Discretionary bonus

Health and dental insurance

Job summary

Canopius is seeking a Service Desk Analyst to deliver Level 1/2 IT support across the UK, based in Manchester on a hybrid model. Core hours are 08:00–18:00, with weekend shifts on a rota.

You will manage ITSM tickets, maintain SLA compliance, and collaborate with regional teams to ensure reliable services. The role supports end users both in-office and remotely, handling incidents, ticket escalations, and daily IT operations.

Qualifications

• Minimum of 12 months’ experience within a Service Desk, Customer Service, or IT Support role.
• Experience providing 1st and 2nd Line IT support, preferably within a corporate environment.
• Experience using ITSM tools, ideally ServiceNow.
• Working knowledge of Microsoft desktop operating systems and Microsoft Office products, particularly O365, Teams, SharePoint Online, OneDrive, and OneNote.
• Basic understanding of PCs, laptops, smartphones, and associated technologies.
• Awareness and understanding of IT Service Desk toolsets, processes, and remote access tools.
• Experience supporting a geographically dispersed user base.
• Strong communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels across the business.
• Strong organisational and time management skills, with the ability to prioritise tasks effectively.
• Demonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies.
• Confident in managing day-to-day support activities, with the ability to think both tactically and strategically.
• High attention to detail with a strong focus on accuracy and quality of work.
• Proactive self-starter who shows initiative and is willing to take ownership of tasks and responsibilities.
• Strong collaborator with excellent relationship-building skills and the ability to work effectively with people from diverse cultures and backgrounds.

Responsibilities

• Provide 1st and 2nd line IT support to Canopius user community.
• Act as main point of contact via phone and ITSM tickets with end-to-end ownership of logged calls.
• Maintain ticket logs and ensure adherence to SLAs and KPIs.
• Escalate issues to 3rd line support when required and manage incident queues.
• Support 24x7 global coverage model as needed.
• Liaise with 3rd Line support teams regarding escalations, problems, and major incidents.
• Assist with Problems, Major Incidents, and ticket escalations as part of a proactive service desk function.
• Carry out basic administration of Active Directory, Exchange, and O365 systems in line with policy.
• Support software and licence management activities.
• Contribute to documentation, procedures, and knowledge base updates.

Skills

1st/2nd line IT support

Strong communication

Remote support

Dispersed user base support

Education

ITIL Foundation certification

Tools

ServiceNow

Active Directory

Office 365

Teams

Job description

Canopius is seeking a Service Desk Analyst to deliver Level 1/2 IT support across the UK, based in Manchester on a hybrid model. Core hours are 08:00–18:00, with weekend shifts on a rota.

You will manage ITSM tickets, maintain SLA compliance, and collaborate with regional teams to ensure reliable services. The role supports end users both in-office and remotely, handling incidents, ticket escalations, and daily IT operations.