Service Desk Support Analyst - On-Site, Brentwood, Chelmsford and London

Location: Fully on-site across hirify.global offices in Chelmsford, Brentwood, London, and other UK sites

Company

hirify.global is a UK-based business advisory firm with more than 950 team members and 35 offices across the UK, the Isle of Man, and Cyprus.

What you will do

• Act as the first point of contact for IT incidents and service requests by phone, email, and ticketing system.
• Log, categorize, prioritize, and resolve incidents using ITSM platforms.
• Diagnose hardware, software, network connectivity, and business application issues.
• Support Microsoft 365, collaboration tools, and FRP-specific systems.
• Escalate complex issues to second-line or specialist teams with complete documentation.
• Maintain knowledge base articles and contribute to service desk improvement initiatives.

Requirements

• Strong customer service, communication, analytical thinking, and problem-solving skills.
• Solid knowledge of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot hardware and software issues effectively.
• Familiarity with ITSM tools such as ServiceNow or Remedy.
• Ability to manage multiple priorities in a deadline-driven environment and maintain accurate records.
• Availability for on-site work across the specified UK offices, with coverage between 08:00 and 18:00 on staggered shifts.

Nice to have

• ITIL Foundation certification.
• Previous service desk or IT support experience in a professional services or financial environment.

Culture & Benefits

• Clear, practical, evidence-based, and approachable working principles.
• Commitment to inclusion, equity, diversity, and equal opportunities.
• Learning and development programmes focused on career growth.
• Commitment to sustainability and long-term relationships with clients and communities.