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

Canopius Group; Manchester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Competitive base salary

Non-contributory pension

Discretionary bonus

Health and dental insurance

Job summary

Canopius is seeking a Service Desk Analyst to join our UK-based team in Manchester, delivering Level 1 and 2 IT support across the Canopius user community. You will log and triage tickets, maintain SLA adherence, and work in a hybrid environment supporting office and remote users.

You'll operate in a rota covering UK core hours, participate in incident management, and collaborate with 3rd line teams. Strong customer service and IT knowledge are essential to ensuring reliable, high-quality

Qualifications

• 12+ months experience in a Service Desk/IT Support role.
• Experience providing 1st and 2nd line IT support in a corporate environment.
• Experience using ITSM tools, ideally ServiceNow.
• Working knowledge of Microsoft desktop OS and Microsoft Office 365 suite.
• Basic understanding of PCs, laptops, smartphones, and related tech.
• Familiarity with IT Service Desk tools, processes, and remote access.

Responsibilities

• Log, triage, and resolve 1st/2nd line incidents and requests.
• Escalate to 3rd line as required to meet SLAs and resolve incidents.
• Maintain accurate ticket logging and end-to-end ownership.
• Communicate incidents and updates to users and stakeholders.
• Support hybrid working across office and home environments.
• Contribute to testing and deployment of changes and new processes.
• Support and maintain IT service desk operations within a 24x7 global framework.

Skills

Service Desk experience

1st/2nd Line support

ServiceNow

Microsoft 365 (O365)

Communication skills

Time management

ITIL Foundation

Remote support

Education

ITIL Foundation certification

Tools

ServiceNow

Active Directory

Exchange/Office 365

Job description

Canopius is seeking a Service Desk Analyst to join our UK-based team in Manchester, delivering Level 1 and 2 IT support across the Canopius user community. You will log and triage tickets, maintain SLA adherence, and work in a hybrid environment supporting office and remote users.

You'll operate in a rota covering UK core hours, participate in incident management, and collaborate with 3rd line teams. Strong customer service and IT knowledge are essential to ensuring reliable, high-quality