Service Desk Analyst

Apadmi; Manchester; On-site; GBP 38,000 - 52,000; Full time

Job summary

Apadmi is seeking an IT Service Analyst to join the Performance team, owning incident management, service requests, and client communications to keep systems active across retail, health, and finance sectors.

You'll collaborate with developers, log tickets in Jira/Confluence, support changes, and help automate workflows while maintaining knowledge bases and ensuring SLAs with high-profile clients like Domino's, NHS, and Greene King.

Qualifications

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

Responsibilities

• Participating in daily stand-ups to review incidents, requests, and tasks to meet SLAs.
• Collaborating with development teams to troubleshoot incidents and determine root causes.
• Recording, managing, and updating ticket details in Jira/Confluence.
• Communicating with clients to gather requirements and provide status updates.
• Supporting smooth transitions of new projects into live support and change management.
• Acting as a buffer for the Performance team to keep developers focused on new features.
• Advocating for automation to improve quality and efficiency across workflows.
• Creating and updating knowledge base articles to aid rapid issue resolution.
• Supporting high-profile clients (Domino's, Greene King, NHS) to maintain product availability.

Skills

ITSM practices

Jira/Confluence

Analytical

Problem solving

Organisational skills

Client-facing

Education

ITIL v4 Foundation

Tools

Jira

Confluence

Job description

You’ll be an integral part of the Apadmi Performance team, helping to support, maintain, and enhance services for our clients across a range of sectors including retail, health, and finance. When the Domino's app has to handle a Friday-night rush, or NHSBT’s critical platform needs to be available if someone's relying on it, you're one of the people making sure it stays up. That's the job, keeping digital products people actually depend on running smoothly, and making them better over time.

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).