Service Desk Analyst – Hybrid IT Support Role | Canopius | Manchester, UK (UK Based Applicants Only)
Are you an experienced IT Support professional looking to join a leading global organisation? Canopius is recruiting a Service Desk Analyst to provide 1st and 2nd Line IT support from its Manchester office.
This hybrid opportunity is ideal for candidates with experience in Service Desk operations, Microsoft 365, Active Directory, and ITSM tools who are passionate about delivering outstanding customer support.
Job Overview
- Position: Service Desk Analyst
- Company: Canopius
- Location: Manchester, M2 3AB, United Kingdom
- Work Type: Full-time
- Work Arrangement: Hybrid
- Category: Information Technology
- Job ID: 615
- Working Hours: 08:00–18:00 (rota basis, including some weekends)
- Posted: 14 July 2026
About Canopius
Canopius is one of the world’s leading specialty (re)insurance companies operating in the Lloyd’s of London insurance market. With offices across the UK, United States, Singapore, Australia, and Bermuda, the company provides innovative insurance solutions while maintaining a strong commitment to employee wellbeing, diversity, and career development.
The organisation offers flexible hybrid working and opportunities to grow within an international technology environment.
About the Role
As a Service Desk Analyst, you will provide high-quality 1st and 2nd Line IT support to employees across Canopius’ global offices.
You will troubleshoot technical issues, manage support tickets, resolve incidents, escalate complex problems where necessary, and provide excellent customer service to both office-based and remote users.
Key Responsibilities
- Provide 1st and 2nd Line IT support.
- Respond to incidents via phone and ITSM ticketing system.
- Log, prioritise, and resolve support tickets.
- Maintain ownership of incidents until resolution.
- Escalate unresolved issues to 3rd Line Support.
- Support office-based and remote users.
- Assist during Major Incidents and Problem Management.
- Manage Service Desk queues while meeting SLAs.
- Perform Active Directory administration.
- Support Microsoft Exchange and Microsoft 365 administration.
- Assist with Joiners, Movers and Leavers processes.
- Support software licence management.
- Update technical documentation and knowledge base articles.
- Participate in testing activities for IT changes.
- Deliver exceptional customer service.
- Participate in the Service Desk rota, including some weekends.
Essential Requirements
- Minimum 12 months’ experience in an IT Service Desk, IT Support or Customer Service role.
- Experience providing 1st and 2nd Line IT support.
- Knowledge of Microsoft Windows operating systems.
- Experience supporting Microsoft 365 applications.
- Experience with:
- Microsoft Teams
- SharePoint Online
- OneDrive
- OneNote
- Working knowledge of Active Directory.
- Experience using Microsoft Exchange.
- Experience with ITSM platforms (ServiceNow preferred).
- Strong troubleshooting skills.
- Excellent communication and customer service skills.
- Strong organisational and time management skills.
- Ability to work independently and within a team.
Desirable Qualifications
- ITIL Foundation Certification.
- Experience supporting geographically dispersed users.
- Knowledge of software licence management.
- Corporate IT support experience.
- Passion for learning new technologies.
Technical Skills
- Microsoft Windows
- Microsoft 365
- Microsoft Teams
- SharePoint Online
- OneDrive
- OneNote
- Active Directory
- Microsoft Exchange
- ServiceNow
- ITSM Platforms
- Remote Support Tools
- Laptop & Desktop Support
- Mobile Device Support
- Incident Management
- SLA Management
Employee Benefits
- Competitive salary
- Hybrid working
- Discretionary annual bonus
- Non-contributory pension
- Private medical insurance
- Family health cover
- Dental insurance
- Life insurance
- Wellbeing programmes
- Career development opportunities
- Flexible working arrangements
- Inclusive workplace culture
Why Join Canopius?
Canopius offers the opportunity to build your IT career within a globally recognised organisation that values innovation, collaboration, diversity, and continuous professional development. You’ll work with modern technologies while supporting users across an international business.
How to Apply
Interested candidates should submit their application as soon as possible.