Hybrid Service Desk Analyst – 1st/2nd Line IT Support

Canopius; Manchester; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Discretionary bonus

Pension (non-contributory)

Health & dental insurance

Job summary

Canopius is seeking a Service Desk Analyst to provide 1st and 2nd line IT support across UK offices, with hybrid working between Manchester and home. The role operates to core UK hours, including some weekends, and supports incidents, problems, and escalations within a global framework.

You will log calls, own ticket resolution end-to-end, and collaborate with 3rd line teams while maintaining a strong focus on customer service and incident communications.

Qualifications

• Minimum 12 months in a Service Desk, customer service, or IT support role.
• Experience 1st/2nd line IT support in a corporate environment.
• Familiar with ITSM tools, ideally ServiceNow.
• Experience with Microsoft 365, including O365, Teams.
• Strong communication and time-management skills.
• ITIL Foundation certification is highly desirable.

Responsibilities

• Provide 1st and 2nd line IT support to Canopius user community.
• Log and manage incidents via the Service Desk system and ensure SLAs.
• Escalate complex issues to 3rd line and coordinate with stakeholders.
• Support problems, major incidents, and 24x7 global coverage.
• Maintain documentation and contribute to knowledge base.

Skills

1st/2nd line support

ITSM tools

Service Desk

Communication skills

Customer service

Incident management

Remote support

SLA adherence

Problem solving

Team collaboration

Education

ITIL Foundation (desirable)

Tools

ServiceNow

Microsoft 365

Active Directory

Job description

Canopius is seeking a Service Desk Analyst to provide 1st and 2nd line IT support across UK offices, with hybrid working between Manchester and home. The role operates to core UK hours, including some weekends, and supports incidents, problems, and escalations within a global framework.

You will log calls, own ticket resolution end-to-end, and collaborate with 3rd line teams while maintaining a strong focus on customer service and incident communications.