Service Desk Analyst
Core
Provide Level 1 and Level 2 IT support services, managing incidents, tickets, and escalations for end users across Canopius offices.
Role type
Service Desk Analyst (Level 1 & 2)
Builds
Reliable, responsive, and resilient IT services for the Canopius user community
Domain
IT Service Management / Corporate IT Support
Required skills
ITSM tools (ServiceNow), Microsoft O365/Teams/SharePoint, Active Directory, Exchange, O365 administration, incident queue management, ticket logging, remote access tools, problem identification, stakeholder communication
Preferred skills
ITIL Foundation certification, experience with geographically dispersed user bases, software and licence management
Technologies
ServiceNow, Active Directory, Exchange, O365, Teams, SharePoint Online, OneDrive, OneNote
Responsibilities
Manage incident queues, triage and escalate issues to 3rd line, answer phone calls, log tickets accurately, support testing activities, maintain customer communications, administer AD/Exchange/O365, support software licence management
Seniority
Mid-level, hands-on IC