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Service Desk Analyst
Canopius GroupService Desk Analyst providing Level 1 and Level 2 IT support for Canopius operations. Engaging with users both in office and remotely in a hybrid workspace.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Level 1 and Level 2 IT support, ensuring effective communication and ownership of support operations. Proficient in using ITSM tools and Microsoft Office products to support a geographically dispersed user base.
Highest-signal resume keywords
1st Line IT Support2nd Line IT SupportITSM ToolsServiceNowITIL Foundation Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft Desktop Operating SystemsMicrosoft Office ProductsO365TeamsSharePoint OnlineOneDriveOneNotePCsLaptopsSmartphones
Soft Skills
Active CommunicationCustomer Experience ManagementProactive Support
Tools & Technologies
IT Service Desk ToolsetsRemote Access Tools
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Service DeskCustomer ServiceIT SupportCorporate Environment
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- responsible for providing Level 1 and Level 2 IT support services across Canopius
- focus on delivering high-performing, reliable, responsive, and resilient IT services across all Canopius offices
- proactively support IT operations within the Service Desk environment at 1st and 2nd line level
- ensure smooth and effective support operation for end users
- support end users both in the office and remotely as the hybrid working environment continues to evolve
- assist regional Technical Support team members
- act as an active communicator of incidents and customer experience between IT and internal customers
- provide Service Desk support to the Canopius user community
- manage day-to-day support activities
- maintain end-to-end ownership of logged calls
Requirements
What you’ll need- Previous 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
- ITIL Foundation certification is highly desirable
- Demonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies
Benefits
Comp & perks- hybrid working
- a competitive base salary
- non-contributory pension
- discretionary bonus
- insurances including health (family) and dental cover
- many other benefits to enhance financial, physical, social and psychological health