Service Desk Analyst

The role

As an analyst in our 247 support team, your duties would include triaging, investigating, and resolving tickets, as well as escalating when necessary to secure the best resolution for our customers. This position is ideal for someone who is self-driven, and committed to maintaining consistent, high-quality service for our customers during non-standard working hours. The role is also well-matched for someone who is comfortable with shift work, that combines time at our Manchester office and data centre, and a hybrid-working arrangement.

This is an ideal opportunity for tech enthusiasts who are early in their career and eager to expand their knowledge in both public cloud services and on-premises infrastructure.

What will I be doing?

Understand, maintain, and deliver the current service desk procedures

Drive continuous service improvement within the team

Manage a customer ticket both technically and procedurally via Phone, Email or Web portal in line with defined SLAs and KPIs

Escalation and pro-active chasing of Vendors and external support groups

Manage ticket queue and assist other team members where appropriate

Responsible for assessing and implementing Standard Changes as well as implementing normal changes

Carrying out scheduled customer work out of hours

Completing migrations using Azure Migrate

What will I bring to the role?

Experience working on a service desk or MSP environment

Experience with any of the following technologies; Azure, AWS, Server Administration, On-Prem Infrastructure

Eligibility for HMG Security Clearance (you will need 5 years of UK residence minimum for this)

Why work for ANS?

At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.

We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at .

What’s in it for you?

With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.

Company benefits

As standard: 25 days’ holiday, plus you can buy up to 5 more days

A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!

Private health insurance

Pension contribution match and 4 x life assurance

Flexible working and work from anywhere for up to 30 days per year (some exceptions)

Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay

Company social events – get ready for a jam-packed calendar

Electric car scheme

12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.