At a Glance
- Tasks: Provide top-notch IT support and ensure smooth operations for users.
- Company: Join Canopius, a leading global insurer with a vibrant culture.
- Benefits: Enjoy hybrid working, competitive salary, health cover, and more.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Kickstart your IT career while making a real difference in user experience.
- Qualifications: Experience in IT support and a passion for technology is essential.
The predicted salary is between 33750 - 41250 £ per year.
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.
The 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.
The 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.
This 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.
The 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.
Key Responsibilities
- Good understanding of IT Service Desk call logging and ticket queue management, ensuring adherence to agreed SLA times
- Utilise knowledge base articles and procedure documentation to identify solutions and update information where required
- Participate 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
- Liaise with 3rd Line support teams regarding escalations, problems, and major incidents
- Support testing activities where changes or new processes are being deployed
- Support and maintain the IT support function as part of a 24x7 global coverage model
- Provide 1st and 2nd Line IT support to the Canopius user community
- Maintain a customer-focused approach, delivering high-quality support and value to the customer base
- Always provide excellent customer service, demonstrating empathy and patience when supporting users
- Answer telephone calls in a professional, confident, and timely manner, with a strong focus on first-time fixes
- Accurately record user requests and issues within the Service Desk ticketing system
- Adhere to agreed SLAs and KPIs
- Participate in the incident queue management rota, ensuring incident queues are actively managed, triaged, and escalated appropriately on allocated rota days
- Respond to IT Service Desk calls within agreed SLA times
- Ensure calls outside of the Service Desk resolution or support scope are routed promptly to the appropriate resolver teams
- Where 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
- Manage customer communications effectively, ensuring users are kept informed of progress and that high-impact issues are identified and escalated appropriately
- Carry out basic administration of Active Directory, Exchange, and O365 systems in line with the Canopius Joiners, Movers, and Leavers Policy and other IT procedures
- Support software and licence management activities
- And other ad hoc duties as required.
Skills and experience
- Minimum of 12 months’ experience within a Service Desk, Customer Service, or IT Support role
- Experience providing 1st and 2nd Line IT support, preferably within a corporate environment
- Experience using ITSM tools, ideally Service Now
- Working knowledge of Microsoft desktop operating systems and Microsoft Office products, particularly O365, Teams, Share Point Online, One Drive, and One Note
- Basic understanding of PCs, laptops, smartphones, and associated technologies
- Awareness and understanding of IT Service Desk toolsets, processes, and remote access tools
- Experience supporting a geographically dispersed user base
- Strong communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels across the business
- Strong organisational and time management skills, with the ability to prioritise tasks effectively
- ITIL Foundation certification is highly desirable
- Demonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies
- Confident in managing day-to-day support activities, with the ability to think both tactically and strategically
- High attention to detail with a strong focus on accuracy and quality of work
- Proactive self-starter who shows initiative and is willing to take ownership of tasks and responsibilities
- Strong collaborator with excellent relationship-building skills and the ability to work effectively with people from diverse cultures and backgrounds
About Us
Our benefits
We offer all employees a comprehensive benefits package that focuses on their whole wellbeing.
This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.
About Canopius
Canopius is a global specialty lines (re)insurer.
We are one of the leading insurers in the Lloyd’s of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.
At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.
Based in incredible new offices in Manchester, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.
We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment.
All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate.
We encourage and welcome applicants from all diverse backgrounds.
We make reasonable adjustments throughout the recruitment process and during employment.
Please let us know if you require any information in an alternate format or any other reasonable adjustments.
- Job Info
- Job Identification 615
- Job Category Information & Technology
- Job Schedule Full time
- Locations Level 5, Manchester, M2 3AB, GB (Hybrid)
Service Desk Analyst in Manchester employer: Canopius Careers
Canopius Careers is an attractive employer due to its commitment to professional development and a supportive work environment. Employees enjoy a hybrid working model and the opportunity to work closely with industry leaders. The company's focus on collaboration and growth makes it a desirable place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Canopius Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Canopius Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Canopius Careers:Your cover letter is your chance to shine! Tell us why you want to work at Canopius Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Canopius Careers!
How to prepare for a job interview at Canopius Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
