Service Desk Analyst

Canopius Group; Manchester; Ibrido; GBP 26.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working

Competitive base salary

Non-contributory pension

Discretionary bonus

Health and dental insurance

Descrizione del lavoro

Canopius is seeking a Service Desk Analyst to join our UK-based team in Manchester, delivering Level 1 and 2 IT support across the Canopius user community. You will log and triage tickets, maintain SLA adherence, and work in a hybrid environment supporting office and remote users.

You'll operate in a rota covering UK core hours, participate in incident management, and collaborate with 3rd line teams. Strong customer service and IT knowledge are essential to ensuring reliable, high-quality

Competenze

• 12+ months experience in a Service Desk/IT Support role.
• Experience providing 1st and 2nd line IT support in a corporate environment.
• Experience using ITSM tools, ideally ServiceNow.
• Working knowledge of Microsoft desktop OS and Microsoft Office 365 suite.
• Basic understanding of PCs, laptops, smartphones, and related tech.
• Familiarity with IT Service Desk tools, processes, and remote access.

Mansioni

• Log, triage, and resolve 1st/2nd line incidents and requests.
• Escalate to 3rd line as required to meet SLAs and resolve incidents.
• Maintain accurate ticket logging and end-to-end ownership.
• Communicate incidents and updates to users and stakeholders.
• Support hybrid working across office and home environments.
• Contribute to testing and deployment of changes and new processes.
• Support and maintain IT service desk operations within a 24x7 global framework.

Conoscenze

Service Desk experience

1st/2nd Line support

ServiceNow

Microsoft 365 (O365)

Communication skills

Time management

ITIL Foundation

Remote support

Formazione

ITIL Foundation certification

Strumenti

ServiceNow

Active Directory

Exchange/Office 365

Descrizione del lavoro

Job Description

The role, as part of the Canopius Service Desk team, is responsible for providing Level 1 and Level 2 IT support services across Canopius. The UK-based roles will be scheduled to work core UK hours (between 08:00 and 18:00), including some weekends. The Service Desk Analyst will focus on delivering high-performing, reliable, responsive, and resilient IT services across all Canopius offices.

The successful candidate will proactively support IT operations within the Service Desk environment at 1st and 2nd line level, escalating issues where required to ensure a smooth and effective support operation for end users. The role will provide Service Desk support to the Canopius user community and assist regional Technical Support team members. The Service Desk Analyst will also act as an active communicator of incidents and customer experience between IT and internal customers.

The role will support end users both in the office and remotely as the hybrid working environment continues to evolve, including support with Problems, Major Incidents, and ticket escalations. You will be the main point of contact via phone and ITSM tickets, ensuring accurate ticket logging and maintaining end-to-end ownership of logged calls.

This role would suit experienced Service Desk support professionals or someone looking to further develop their interest in IT and technology within a support team environment.

The role will be based in Manchester, covering UK core hours between 08:00 and 18:00 on a defined rota pattern. This will include some weekend working and occasional extended UK business hours. Hybrid working between the Manchester Hub and home will be supported within the agreed coverage pattern.

Key Responsibilities

• Good understanding of IT Service Desk call logging and ticket queue management, ensuring adherence to agreed SLA times
• Utilise knowledge base articles and procedure documentation to identify solutions and update information where required
• Participate in the development, publication, and regular review of IT support procedures, user support documentation, and reporting to help maintain high levels of customer service, satisfaction, and perception
• Liaise with 3rd Line support teams regarding escalations, problems, and major incidents
• Support testing activities where changes or new processes are being deployed
• Support and maintain the IT support function as part of a 24x7 global coverage model
• Provide 1st and 2nd Line IT support to the Canopius user community
• Maintain a customer-focused approach, delivering high-quality support and value to the customer base
• Always provide excellent customer service, demonstrating empathy and patience when supporting users
• Answer telephone calls in a professional, confident, and timely manner, with a strong focus on first-time fixes
• Accurately record user requests and issues within the Service Desk ticketing system
• Adhere to agreed SLAs and KPIs
• Participate in the incident queue management rota, ensuring incident queues are actively managed, triaged, and escalated appropriately on allocated rota days
• Respond to IT Service Desk calls within agreed SLA times
• Ensure calls outside of the Service Desk resolution or support scope are routed promptly to the appropriate resolver teams
• Where incidents or issues cannot be resolved by the Service Desk, ensure timely escalation to 3rd Line support teams in line with published SLAs and customer expectations
• Manage customer communications effectively, ensuring users are kept informed of progress and that high-impact issues are identified and escalated appropriately
• Carry out basic administration of Active Directory, Exchange, and O365 systems in line with the Canopius Joiners, Movers, and Leavers Policy and other IT procedures
• Support software and licence management activities
• And other ad hoc duties as required.

Skills And Experience

• Minimum of 12 months’ experience within a Service Desk, Customer Service, or IT Support role
• Experience providing 1st and 2nd Line IT support, preferably within a corporate environment
• Experience using ITSM tools, ideally ServiceNow
• Working knowledge of Microsoft desktop operating systems and Microsoft Office products, particularly O365, Teams, SharePoint Online, OneDrive, and OneNote
• Basic understanding of PCs, laptops, smartphones, and associated technologies
• Awareness and understanding of IT Service Desk toolsets, processes, and remote access tools
• Experience supporting a geographically dispersed user base
• Strong communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels across the business
• Strong organisational and time management skills, with the ability to prioritise tasks effectively
• ITIL Foundation certification is highly desirable
• Demonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies
• Confident in managing day-to-day support activities, with the ability to think both tactically and strategically
• High attention to detail with a strong focus on accuracy and quality of work
• Proactive self-starter who shows initiative and is willing to take ownership of tasks and responsibilities
• Strong collaborator with excellent relationship-building skills and the ability to work effectively with people from diverse cultures and backgrounds

Our Benefits

• hybrid working
• competitive base salary
• non-contributory pension
• discretionary bonus
• insurances including health (family) and dental cover
• many other benefits to enhance financial, physical, social and psychological health

About Canopius

Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd’s of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.

At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

Based in incredible new offices in Manchester, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.