Service Desk Analyst

Escode; Manchester; Híbrido; GBP 28.000 - 36.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

1st/2nd line support

ITSM

Asset management

Microsoft 365

Customer service

Problem solving

Herramientas

Freshservice

ServiceNow

Jira Service Management

Descripción del empleo

Location: Manchester / Hybrid (3 days in the office)

About the Job

As a Service Desk Analyst at Escode, you’ll be a key point of contact for colleagues and clients who need reliable, friendly and effective IT support. Working within our Service Desk team, you’ll provide first and second-line support across end-user computing, infrastructure and networks, taking ownership of issues and helping deliver timely resolutions within agreed service levels.

This is a varied, hands-on role where you’ll troubleshoot technical issues, manage incidents and service requests, maintain accurate records, prepare and dispatch hardware and support users both remotely and on-site. You’ll also have opportunities to contribute to testing, installations and the continual improvement of our IT services.

We’re looking for someone with proven Microsoft 365 experience who combines technical understanding with excellent customer service. You’ll be proactive, organised and comfortable owning an issue through to resolution, while knowing when to involve specialist teams.

The role is based at our Manchester office on a hybrid basis (3 days on site). You may be required to work as part of a 24/5 rota, some travel to other Escode locations may also be needed.

About Escode

Escode is a global leader in technology resilience and software escrow, helping organisations manage complex software supply chains through software verification and escrow solutions. As an independent business, we ensure business-critical software and source code are secure, accessible, and ready when it matters, reducing risk and strengthening resilience before issues arise. With over 40 years of experience, Escode pioneered the software escrow category in 1988, recognising the growing technology dependence of businesses and the need for a safety mechanism. We are proud to set industry standards and shape its direction, providing unparalleled expertise and reliability. Take a look at our website here to learn more about Escode: https://www.escode.com

Key Accountabilities:

• Provide 1st and 2nd line IT support for incidents, service requests, changes and tasks.
• Deliver excellent customer service and timely technical support.
• Support Escode users remotely and on-site, meeting agreed SLA targets.
• Manage and resolve support tickets, escalating complex issues when required.
• Maintain accurate ticket updates and communication throughout the support lifecycle.
• Record and maintain hardware asset information within the CMDB.
• Prepare, configure and deploy hardware for users and clients.
• Manage equipment logistics, including shipping and receiving hardware.
• Assist with hardware installations, testing and user training across sites as required.
• Perform testing of hardware, products and services to ensure quality and reliability.
• Ensure smooth handover of completed work with clear documentation and knowledge transfer.

Skills & Experience

• Proven experience working as a Service Desk Analyst, delivering 1st and 2nd line technical support.
• Experience working with IT service management and ticketing systems (e.g. Freshservice, ServiceNow, Jira Service Management or similar).
• Experience managing IT assets, hardware inventory and configuration records.
• Understanding of service improvement and process optimisation.
• Excellent customer service skills with a focus on resolving issues within SLA targets.
• Ability to take ownership of incidents through to resolution.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Experience producing accurate reports and communicating technical information clearly.
• Strong technical knowledge, including extensive Microsoft 365 experience.
• Understanding of user needs and the ability to deliver effective, user-focused solutions.
• Well-organised, proactive and able to prioritise workload effectively.
• Strong problem-solving and troubleshooting skills.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work Escode does. To apply, you must be willing and able to undergo the vetting process.