Service Desk Analyst - ITSM & Client Support

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

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.