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

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

Job summary

NICE is seeking a Service Desk Analyst in Manchester to be the first contact for customers, handling a broad range of inquiries and service requests. You will perform initial diagnosis and fix where possible, or escalate to the appropriate teams.

The role emphasizes end-user accessibility support and collaboration with engineering to implement fixes while documenting learnings for colleagues. A strong focus on SLAs and customer service is required.

Qualifications

• ITIL v4 Foundation or actively pursuing.
• Experience in 2nd line IT service support.
• Knowledge of end-user technologies (email, MS Teams, SharePoint, OneDrive, Windows).
• Microsoft 365 Fundamentals and at least one admin certification.
• SDI Service Desk Analyst certification.
• Demonstrated ability to learn admin tasks beyond familiar systems.
• Experience managing incidents within SLAs.

Responsibilities

• Provide 1st and 2nd line investigation and support with a 75% first fix target.
• Owns issues until final resolution and acts as single point of contact.
• Collaborate with engineering to identify fixes and document learnings.
• Support end-user accessibility needs for desktop services (hardware/software).
• Ensure customer service standards are followed and escalate as needed.

Skills

2nd line IT service support

Incident management

SLA awareness

Customer service orientation

Education

ITIL v4 Foundation

SDI Service Desk Analyst certification

Microsoft certification path (Teams/SharePoint/OneDrive)

Tools

Microsoft 365 Fundamentals

Teams Administrator

SharePoint Administrator

OneDrive

Windows OS

AV systems

Email

Job description

NICE is seeking a Service Desk Analyst in Manchester to be the first contact for customers, handling a broad range of inquiries and service requests. You will perform initial diagnosis and fix where possible, or escalate to the appropriate teams.

The role emphasizes end-user accessibility support and collaboration with engineering to implement fixes while documenting learnings for colleagues. A strong focus on SLAs and customer service is required.