Service Desk Analyst

Approach People Recruitment; Manchester; Hybrid; GBP 25,000 - 45,000; Full time

Job description

Location: Manchester, UK
Job Type: Full-time, Permanent
Industry: Global Payment Solutions & Smart Devices
Work Setup: Hybrid (On-site & Remote)

About the Opportunity
Have you ever used self-checkouts, vending machines, paid for parking, or dabbled in arcade games? Chances are, the technology behind those transactions was powered by our client—a global leader in smart payment devices and business management software, enabling billions of transactions worldwide.

This is your chance to be part of a company that’s not only tech-savvy but also human-centric. With over 2,500 employees across 40+ service branches, this is where innovation meets impact.

What You’ll Be Doing
As a Service Desk Analyst, you’ll be the frontline for all IT support within the organization. You’ll troubleshoot issues, fulfill IT service requests, and ensure smooth day-to-day tech operations. You’ll be essential in making sure your colleagues are empowered with reliable and responsive tech support.

Your core responsibilities include:

1. Logging, diagnosing, and resolving IT incidents and requests
2. Triaging tickets and escalating where needed
3. Guiding users through software updates and basic troubleshooting
4. Maintaining the internal IT knowledge base
5. Collaborating with global IT teams

What We’re Looking For

1. 2+ years in IT support, ideally in an ITIL environment
2. Strong experience with Microsoft Office 365 & ITSM tools
3. Clear communicator with a customer-focused mindset
4. Analytical thinker with great troubleshooting instincts
5. Able to prioritize and juggle multiple tickets in a fast-paced environment

Bonus Points If You Have:

1. An associate degree in Computer Systems Engineering or equivalent experience
2. A knack for writing clean, helpful IT documentation
3. Experience supporting global or matrix organizations

What’s in it for You

1. Structured career growth plans
2. Paid industry certifications & learning opportunities
3. Annual company performance bonus
4. Generous holiday and sick leave
5. Christmas shutdown period
6. Pension match up to 7% + Life assurance
7. Volunteer days and global collaboration opportunities

Why Join Us?
This is more than just an IT support role—it’s a chance to be part of an international tech powerhouse shaping the way people interact with machines in everyday life. If you’re action-oriented, love solving problems, and want to work in a fun, dynamic environment—this is the place for you.