Service Desk Analyst

CompanyNCC Group

LocationManchester Area, United Kingdom

Posted At3/11/2026

UK Visa Sponsorship Analytics

Occupation Type

IT user support technicians

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

Position Title: Service Desk Analyst

Location: Spinningfields, Manchester – On site

Role Purpose

Working as part of the internal IT department, in the Service Desk Team, you will provide 1st and 2nd line IT support in accordance with best practice to ensure accurate recording of all reported incidents, changes and service requests that affect IT infrastructure and networks, resulting in timely and cost-effective resolutions within specified service level agreements.

You will also provide an appropriate, but high level of technical expertise in providing excellent customer service, infrastructure and network issue diagnosis and support at both 1st and 2nd line.

Summary

To provide first/second line technical support for all incidents, service requests, tasks and change requests.
Provide and maintain a high degree of customer service for all support queries.
Support NCC Group both remotely and on-site where necessary on a range of NCC Group services, systems, and equipment within agreed SLA timescales.
Any activities which are associated with the NCC Group support function, including, but not limited to; managing standard and escalated incidents, service requests, change requests, tasks and project requests and ensuring they are handled in an effective manner and progressed to resolution.

To be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team.

To ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.

To log and maintain details of all NCC Group hardware coming into and leaving the base office in the Asset Tracker sheet in accordance with the NCC Group Equipment Order and Dispatch process.

To pre-build and maintain NCC Group hardware and dispatch to Client where necessary. You might be required to attend other sites for installs, testing and training where necessary.

To carry out in-house testing on all hardware, products, and services where necessary.

To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.

What we are looking for in you

A service desk analyst interacts with customers. At this level, you will perform tasks such as taking calls from customers and trying to resolve their queries, while knowing when to escalate issues to your manager.

Experience & Skills needed for this role:

Asset and configuration management - You can track, log and correct information to protect assets and components.
Continual service improvement - You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
Customer service management - You can resolve user requests to a minimum of the agreed service level agreement. You know how to empathise with the end user. You can use customer-focused metrics to achieve a satisfying outcome.
Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
Service focus - You know about different products and services.
Service reporting - You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)

Technical understanding - You know about the subject matter and understand what it involves.

User focus - You have an awareness or understanding of user experience analysis and its principles. You can see the purpose of user stories and focus on user needs.

Ways of working

Focusing on Clients and Customers.

Working as One NCC.

Always Learning.

Being Inclusive and Respectful.

Delivering Brilliantly.

Our company

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.

Come join us?

What do we offer in return?

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:

Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
Medicash & Critical Illness Scheme
Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.

So, what’s next?

If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com .

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.