Service Desk Analyst

Apadmi Ltd; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Apadmi Ltd is seeking an experienced Service Desk Analyst to keep digital products running smoothly for major clients from retail, health and finance sectors. The role is based at Salford Quays with hands-on IT service delivery across incidents and requests.

You will own incident management, document troubleshooting steps, and liaise with clients to provide updates while contributing to automation and knowledge base improvements.

Qualifications

• Experience supporting clients and managing technical incidents.
• Familiarity with ITSM practices and Atlassian tools.
• ITIL v4 Foundation or equivalent knowledge is a plus.

Responsibilities

• Own and manage technical incidents and service requests end to end.
• Maintain clear communication with internal teams and clients.
• Record and update ticket details in Jira/Confluence.
• Support change management to minimise end-user impact.
• Contribute to knowledge base creation for quick resolution.
• Collaborate with development teams to troubleshoot incidents.

Skills

ITSM experience

Analytical thinking

Problem solving

Client communication

Organisational skills

Education

ITIL v4 Foundation

Tools

Jira

Confluence

Job description

At Apadmi, we value diverse perspectives and support an inclusive workplace where everyone can thrive. We are seeking an experienced Service Desk Analyst to keep digital products that people depend on running smoothly and support their long-term growth. Join our expanding team in Salford Quays and contribute to impactful work across major clients in retail, health, and finance.

What you’ll be working on

You will be an integral part of day-to-day IT service delivery, taking ownership of technical incidents, managing service requests, and maintaining transparent communication across internal teams and clients.

• Participating in daily stand-ups to review open incidents, requests, and support tasks to ensure SLAs are consistently met
• Collaborating with development teams to troubleshoot incidents, investigate root causes, and execute permanent problem management
• Accurately recording, managing, and updating ticket details and troubleshooting steps within the Atlassian suite (Jira/Confluence)
• Communicating directly with clients to gather requirements, provide status updates, and support the smooth transition of new projects into live support Participating in change management activities to minimise end-user impact and supporting accurate service reporting for client review cycles
• Acting as a buffer for the wider performance team to ensure developers remain focused on building new features and driving value
• Advocating for automation across workflows to improve quality, efficiency, and consistency
• Creating and updating knowledge base articles to facilitate quick issue resolution and facilitate cross-business knowledge sharing
• Supporting high-profile clients – including Domino’s, Greene King and the NHS – to maintain product availability

What you’ll bring to the team

You are an analytical, highly organised self-starter who thrives both independently and collaboratively. You bring hands-on expertise in ITSM practices, comfortable navigating technical environments to keep client operations running seamlessly.

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