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 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 1st/2nd line level, escalating issues where required to help ensure a smooth and effective support operation for the end users.
Provide Service Desk support to the Canopius user community and assist 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, including 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, including some weekend and extended UK business hours. 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 the 2nd line Tech Support team for escalations, problems, and major incidents.
* Involvement in testing where changes and 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.
* Ensure timely routing of calls outside of Service Desk resolution/support scope to the correct resolver team(s).
* If unable to resolve a logged incident/issue, 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.
* Experience working on a Service Desk, Customer Service Experience, or IT Support role.
* IT Service Desk and 1st/2nd line support experience preferably within a Corporate environment.
* Experience of using an ITSM tool preferably ServiceNow.
* Working knowledge of Microsoft desktop operating systems and Office products, particularly O365, Teams, SharePoint Online, OneDrive, and OneNote, and a basic understanding of the workings of PCs, 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 prioritize tasks.
* 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.
Job Info
* Job Identification 180
* Job Category Information & Technology
* Posting Date 01/31/2025, 04:58 PM
* Apply Before 03/28/2025, 04:57 PM
* Job Schedule Full time
* Locations WeWork, Manchester, UNITED KINGDOM, M2 3DE, GB
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