Service Desk Analyst

Location: Farnborough, United Kingdom; onsite 5 days per week. Applicants must have the right to work in the United Kingdom and meet applicable UK Government and contractual personnel security and residency requirements.

Company

hirify.global delivers IT service management and support through structured service desk operations.

What you will do

• Act as the single point of contact for IT incidents reported by phone, email, chat, portal, or walk-up.
• Provide Level 1 first-contact resolution and Level 2 troubleshooting across Windows, macOS, Microsoft 365, Active Directory, networking, VPN, printing, mobile devices, and business applications.
• Log, categorise, prioritise, track, resolve, and escalate incidents and service requests in an ITSM tool according to defined SLAs.
• Support major incident response, monitoring alerts, queue management, and proactive communication with affected users.
• Collaborate with Level 3, infrastructure, application, security, and problem management teams on complex or recurring issues.
• Create and improve knowledge articles, mentor Level 1 analysts, and contribute to service desk performance metrics.

Requirements

• Experience in an IT service desk, IT support, or IT helpdesk role providing Level 1 and/or Level 2 support.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory, networking fundamentals, VPN, printing, and mobile devices.
• Experience using ITSM tools for incident logging, tracking, and resolution, such as ServiceNow, BMC Remedy, Ivanti, or Freshservice.
• Clear written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Experience working in SLA-driven environments and managing competing priorities during high-volume periods.
• Availability for shift patterns, including early starts, late finishes, and weekend cover where applicable.

Nice to have

• ITIL 4 Foundation, Microsoft, CompTIA A+, Network+, or Security+ certification.
• Experience with ServiceNow, Microsoft Azure, Entra ID, Intune, SCCM, remote support tools, VDI, or DaaS environments.
• Experience supporting secure or classified environments, scripting with PowerShell, asset management, or monitoring and event management tools.

Culture & Benefits

• Inclusive and supportive environment with reasonable adjustments throughout the hiring process.
• In-person collaboration is prioritised while flexibility is offered to support wellbeing, productivity, and individual work styles.
• Work within defined ITIL processes, service-level targets, knowledge management standards, and quality measures.