{"id":3739704,"url":"https://alion.io/job/canopius-service-desk-analyst","title":"Service Desk Analyst","company":{"id":1913711,"name":"Canopius","domain":"canopius.com","url":"https://alion.io/company/canopius","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-11-04T11:22:16Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T07:14:43Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"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.\nThe 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.\nThe 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.\nThis 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.\nThe 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.\nKey Responsibilities\nGood understanding of IT Service Desk call logging and ticket queue management, ensuring adherence to agreed SLA times \nUtilise knowledge base articles and procedure documentation to identify solutions and update information where required \nParticipate 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 \nLiaise with 3rd Line support teams regarding escalations, problems, and major incidents \nSupport testing activities where changes or new processes are being deployed \nSupport and maintain the IT support function as part of a 24x7 global coverage model \nProvide 1st and 2nd Line IT support to the Canopius user community \nMaintain a customer-focused approach, delivering high-quality support and value to the customer base \nAlways provide excellent customer service, demonstrating empathy and patience when supporting users \nAnswer telephone calls in a professional, confident, and timely manner, with a strong focus on first-time fixes \nAccurately record user requests and issues within the Service Desk ticketing system \nAdhere to agreed SLAs and KPIs \nParticipate in the incident queue management rota, ensuring incident queues are actively managed, triaged, and escalated appropriately on allocated rota days \nRespond to IT Service Desk calls within agreed SLA times \nEnsure calls outside of the Service Desk resolution or support scope are routed promptly to the appropriate resolver teams \nWhere 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 \nManage customer communications effectively, ensuring users are kept informed of progress and that high-impact issues are identified and escalated appropriately \nCarry out basic administration of Active Directory, Exchange, and O365 systems in line with the Canopius Joiners, Movers, and Leavers Policy and other IT procedures \nSupport software and licence management activities\nAnd other ad hoc duties as required. \nSkills and experience\nMinimum of 12 months’ experience within a Service Desk, Customer Service, or IT Support role \nExperience providing 1st and 2nd Line IT support, preferably within a corporate environment \nExperience using ITSM tools, ideally ServiceNow \nWorking knowledge of Microsoft desktop operating systems and Microsoft Office products, particularly O365, Teams, SharePoint Online, OneDrive, and OneNote \nBasic understanding of PCs, laptops, smartphones, and associated technologies \nAwareness and understanding of IT Service Desk toolsets, processes, and remote access tools \nExperience supporting a geographically dispersed user base \nStrong communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels across the business \nStrong organisational and time management skills, with the ability to prioritise tasks effectively \nITIL Foundation certification is highly desirable \nDemonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies \nConfident in managing day-to-day support activities, with the ability to think both tactically and strategically \nHigh attention to detail with a strong focus on accuracy and quality of work \nProactive self-starter who shows initiative and is willing to take ownership of tasks and responsibilities \nStrong collaborator with excellent relationship-building skills and the ability to work effectively with people from diverse cultures and backgrounds","description_format":"text","description_chars":5380,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Property & Casualty Insurance","Reinsurance"],"lifecycle":[{"event":"open","at":"2026-11-04T11:28:53Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; 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https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}