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

Canopius; Manchester; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working pattern

Competitive base salary

Non-contributory pension

Discretionary bonus

Health and dental insurance

Job summary

The role sits within Canopius' Service Desk team and provides Level 1 and 2 IT support across Canopius offices in the UK, with core hours 08:00–18:00 and some weekend work. The Service Desk Analyst will handle 1st/2nd line requests, log tickets accurately, and maintain ownership from issue intake to resolution in a hybrid Manchester-based setup.

You will support end users on-site and remotely, collaborate with 3rd line teams, and help sustain a 24x7 global coverage model.

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.
• ITIL Foundation certification is highly desirable.
• Demonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies.

Responsibilities

• Provide 1st and 2nd Line IT support to the Canopius user community.
• Maintain accurate ticket logging and end-to-end ownership of logged calls.
• Escalate issues to 3rd Line support as required and adhere to SLAs and KPIs.
• Support and participate in incident and major incident management.
• Work within a hybrid Manchester-based environment, supporting on-site and remote users.
• Contribute to knowledge base articles and IT support documentation.
• Collaborate with regional Technical Support teams to resolve issues.
• Assist in rolling out new processes and changes.
• Maintain customer-focused service and effective communication throughout incidents.

Skills

1st & 2nd line support

ITSM tools

Microsoft 365

O365

Communication skills

ITIL Foundation

ServiceNow

Tools

ServiceNow

Job description

The role sits within Canopius' Service Desk team and provides Level 1 and 2 IT support across Canopius offices in the UK, with core hours 08:00–18:00 and some weekend work. The Service Desk Analyst will handle 1st/2nd line requests, log tickets accurately, and maintain ownership from issue intake to resolution in a hybrid Manchester-based setup.

You will support end users on-site and remotely, collaborate with 3rd line teams, and help sustain a 24x7 global coverage model.