IT Service Desk Analyst: Keep Critical Apps Running

Apadmi; Manchester; On-site; GBP 38,000 - 52,000; Full time

Job summary

Apadmi is seeking an IT Service Analyst to join the Performance team, owning incident management, service requests, and client communications to keep systems active across retail, health, and finance sectors.

You'll collaborate with developers, log tickets in Jira/Confluence, support changes, and help automate workflows while maintaining knowledge bases and ensuring SLAs with high-profile clients like Domino's, NHS, and Greene King.

Qualifications

• Proven experience as an IT Service Analyst or similar role supporting clients and incidents.
• Strong analytical, problem-solving, and organisational skills.
• Hands-on experience with ITSM practices and Atlassian tools (Jira/Confluence).
• Adaptability to new technologies and interest in supporting mobile apps and systems.
• ITIL v4 Foundation certification or familiarity with Agile/Scrum methodologies (nice to have).

Responsibilities

• Participating in daily stand-ups to review incidents, requests, and tasks to meet SLAs.
• Collaborating with development teams to troubleshoot incidents and determine root causes.
• Recording, managing, and updating ticket details in Jira/Confluence.
• Communicating with clients to gather requirements and provide status updates.
• Supporting smooth transitions of new projects into live support and change management.
• Acting as a buffer for the Performance team to keep developers focused on new features.
• Advocating for automation to improve quality and efficiency across workflows.
• Creating and updating knowledge base articles to aid rapid issue resolution.
• Supporting high-profile clients (Domino's, Greene King, NHS) to maintain product availability.

Skills

ITSM practices

Jira/Confluence

Analytical

Problem solving

Organisational skills

Client-facing

Education

ITIL v4 Foundation

Tools

Jira

Confluence

Job description

Apadmi is seeking an IT Service Analyst to join the Performance team, owning incident management, service requests, and client communications to keep systems active across retail, health, and finance sectors.

You'll collaborate with developers, log tickets in Jira/Confluence, support changes, and help automate workflows while maintaining knowledge bases and ensuring SLAs with high-profile clients like Domino's, NHS, and Greene King.