Description As part of the Canopius Service Desk team, you will be responsible for the provision of the Level 1 & Level 2 IT support services at Canopius. The Service Desk Analyst will have a focus on ensuring the delivery of high performing, reliable, responsive and resilient IT services across all Canopius offices. Proactively support IT operations, in the service desk environment at 1 st / 2nd line level, escalating issues where required to help ensure a smooth and effective support operation for the end users. To provide Service Desk support to the Canopius user community and provide assistance to the regional Technical Support team members. Operate as an active communicator of incidents and customer experience between IT and internal customers. The role will support end users both in the offices and at home as the hybrid/office working environment evolves, and with Problems, Major Incidents and escalations of tickets. You will be the main point of contact by phone and ITSM ticket providing accurate ticket logging and end to end ownership of logged calls. The UK based roles would only be scheduled to work core UK hours (a standard day between 08:00 and 18:00), including some weekends. This role will suit experienced Service Desk support team members or someone looking to develop their interest in IT and Technology further in a support team environment. The role will be based in Manchester covering UK core hours between 08:00 and 18:00 defined to a set rota pattern, this will include some weekend and extended UK business hours will be expected. Hybrid working from our Manchester Hub and from home will be supported within the coverage pattern. Responsibilities Good understanding of IT Service Desk call logging and management of calls to ensure adherence to agreed SLA times Participation in the development, publication and periodic update of IT support procedures, user support documentation and reports ensuring a continually high level of customer service, perception and satisfaction Liaising with 2 nd line Tech Support team for escalations, problems and major incidents Involvement in testing where changes & new processes are being deployed Support and maintain the IT Service Desk function as part of a 24x7 regional coverage pattern Provide 1st and 2nd Line IT support to the Canopius user community Maintain a customer focused approach, delivering superb value to the customer base Provide excellent customer service at all times; offering empathy and patience to the users Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes Adhere to the agreed SLAs & KPIs Answer and respond to IT Service Desk calls and Emails within the agreed SLA times Where logged calls are outside of Service Desk resolution / support scope, ensure timely routing of these calls to the correct resolver team(s) If the Service Desk is unable to resolve a logged incident/issue, the Service Desk Analyst should ensure escalation to 2nd or 3rd Line support teams in line with published SLA and to the satisfaction of the customer Manage communications to customers, ensuring they are kept informed of progress and identify high impacting issues and escalate as appropriate Basic administration of Active Directory, Exchange and O365 systems in accordance with the Canopius Joiners, Movers and Leavers Policy and other IT procedures Qualifications Experience working on a Service Desk, Customer Service Experience or IT Support role IT Service Desk and 1 st / 2 nd line support experience preferably within a Corporate environment Experience of using a ITSM tool preferably ServiceNow Working knowledge of Microsoft desktop operating system and Office products, particularly O365, Teams, SharePoint Online, OneDrive & OneNote and a basic understanding of the workings of PC’s, laptops and smartphones. Have an interest in and ability to understand and support new technologies Awareness and understanding of IT Service Desk toolsets and processes and use of remote access tools such as TeamViewer Diligent with good time management skills and the ability to prioritise tasks. ITIL Foundation certification (highly desirable) Experience of supporting a wide-ranging and geographically dispersed user base Good communication skills, both oral and written and ability to interact with all levels across the business