Service Desk Analyst
CompanyCanopius Group
Location
Manchester, England, United Kingdom
Employment TypeFull-time
Posted At5/16/2026
UK Visa Sponsorship Analytics
Occupation TypeIT user support technicians
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
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Description
Job 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.
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.
Responsibilities
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.
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
Qualifications
ABOUT US
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
- 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 ServiceNow
- Working knowledge of Microsoft desktop operating systems and Microsoft Office products, particularly O365, Teams, SharePoint Online, OneDrive, and OneNote
- 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
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 the heart of the City of London, 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.
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 the heart of the City of London, 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.