Hybrid IT Service Desk Analyst – End-User & Asset Support

Escode; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Escode is seeking a Service Desk Analyst in Manchester for a hybrid role (3 days in the office). You’ll handle 1st and 2nd line IT support across end-user computing, infrastructure and networks, ensuring timely resolutions and strong customer service.

You will troubleshoot issues, manage incidents and service requests, maintain records, and support hardware deployments both remotely and on-site, with potential travel between Escode locations.

Qualifications

• Experience delivering 1st/2nd line IT support within SLA targets.
• Experience with IT service management and ticketing systems (Freshservice/ServiceNow/Jira Service Management).
• Experience managing IT assets and configuration records.

Responsibilities

• Provide 1st and 2nd line IT support for incidents, service requests, changes and tasks.
• Deliver excellent customer service and timely technical support.
• Support users remotely and on-site, meeting SLA targets.
• Manage and resolve support tickets, escalating complex issues as needed.
• Maintain accurate ticket updates and communication across the lifecycle.

Skills

1st/2nd line support

ITSM

Asset management

Microsoft 365

Customer service

Problem solving

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Escode is seeking a Service Desk Analyst in Manchester for a hybrid role (3 days in the office). You’ll handle 1st and 2nd line IT support across end-user computing, infrastructure and networks, ensuring timely resolutions and strong customer service.

You will troubleshoot issues, manage incidents and service requests, maintain records, and support hardware deployments both remotely and on-site, with potential travel between Escode locations.