Location: Manchester / Hybrid (3 days in the office)
About the Job
As a Service Desk Analyst at Escode, you’ll be a key point of contact for colleagues and clients who need reliable, friendly and effective IT support. Working within our Service Desk team, you’ll provide first and second-line support across end-user computing, infrastructure and networks, taking ownership of issues and helping deliver timely resolutions within agreed service levels.
This is a varied, hands-on role where you’ll troubleshoot technical issues, manage incidents and service requests, maintain accurate records, prepare and dispatch hardware and support users both remotely and on-site. You’ll also have opportunities to contribute to testing, installations and the continual improvement of our IT services.
We’re looking for someone with proven Microsoft 365 experience who combines technical understanding with excellent customer service. You’ll be proactive, organised and comfortable owning an issue through to resolution, while knowing when to involve specialist teams.
The role is based at our Manchester office on a hybrid basis (3 days on site). You may be required to work as part of a 24/5 rota, some travel to other Escode locations may also be needed.
About Escode
Escode is a global leader in technology resilience and software escrow, helping organisations manage complex software supply chains through software verification and escrow solutions. As an independent business, we ensure business-critical software and source code are secure, accessible, and ready when it matters, reducing risk and strengthening resilience before issues arise. With over 40 years of experience, Escode pioneered the software escrow category in 1988, recognising the growing technology dependence of businesses and the need for a safety mechanism. We are proud to set industry standards and shape its direction, providing unparalleled expertise and reliability. Take a look at our website here to learn more about Escode: https://www.escode.com
Key Accountabilities:
- Provide 1st and 2nd line IT support for incidents, service requests, changes and tasks.
- Deliver excellent customer service and timely technical support.
- Support Escode users remotely and on-site, meeting agreed SLA targets.
- Manage and resolve support tickets, escalating complex issues when required.
- Maintain accurate ticket updates and communication throughout the support lifecycle.
- Record and maintain hardware asset information within the CMDB.
- Prepare, configure and deploy hardware for users and clients.
- Manage equipment logistics, including shipping and receiving hardware.
- Assist with hardware installations, testing and user training across sites as required.
- Perform testing of hardware, products and services to ensure quality and reliability.
- Ensure smooth handover of completed work with clear documentation and knowledge transfer.
Skills & Experience
- Proven experience working as a Service Desk Analyst, delivering 1st and 2nd line technical support.
- Experience working with IT service management and ticketing systems (e.g. Freshservice, ServiceNow, Jira Service Management or similar).
- Experience managing IT assets, hardware inventory and configuration records.
- Understanding of service improvement and process optimisation.
- Excellent customer service skills with a focus on resolving issues within SLA targets.
- Ability to take ownership of incidents through to resolution.
- Customer-focused mindset with a commitment to delivering high-quality support.
- Experience producing accurate reports and communicating technical information clearly.
- Strong technical knowledge, including extensive Microsoft 365 experience.
- Understanding of user needs and the ability to deliver effective, user-focused solutions.
- Well-organised, proactive and able to prioritise workload effectively.
- Strong problem-solving and troubleshooting skills.
Please note that this role involves mandatory pre-employment background checks due to the nature of the work Escode does. To apply, you must be willing and able to undergo the vetting process.
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Service Desk Analyst in Manchester employer: Escode
At Escode, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in Manchester with hybrid working options, we provide our employees with opportunities for professional growth and development, alongside competitive benefits that enhance their overall experience. Join us to be part of a forward-thinking team that values diversity and flexibility, ensuring that every voice is heard and every contribution is recognised.
