Service Desk Analyst

Location: London, United Kingdom; onsite 5 days per week. Must have the right to work in the United Kingdom and be eligible to meet UK Government and contractual personnel security requirements, including applicable residency requirements; some roles may have nationality requirements.

Company

hirify.global provides technology and IT support services in a diverse and inclusive working environment.

What you will do

• Provide Level 1 and Level 2 IT support through phone, email, portal, chat, and face-to-face channels.
• Log, categorise, prioritise, manage, and resolve incidents and service requests in the ITSM system within agreed SLAs.
• Diagnose and troubleshoot Windows 10/11, laptops, desktops, peripherals, Microsoft 365, Outlook, Teams, OneDrive, Active Directory, MFA, SSO, access management, VPN, Wi-Fi, DNS, DHCP, printing, software, business applications, mobile devices, and endpoint security.
• Fulfil access, software, hardware, onboarding, offboarding, and equipment requests, escalating complex issues with complete diagnostic information.
• Support major incident processes, maintain clear user communication, and contribute to ticket queue management and service desk performance targets.
• Improve the knowledge base, identify recurring issues, and contribute to Problem Management and continuous service improvement.

Requirements

• Experience in an IT Service Desk, Helpdesk, or IT Support role, ideally providing Level 1 and Level 2 support.
• Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, networking, VPN, and end-user devices.
• Experience using an ITSM or ticketing system such as ServiceNow, BMC Remedy, Ivanti, or Freshservice.
• Excellent verbal and written communication skills, including the ability to explain technical issues clearly to non-technical users.
• Strong customer service skills and commitment to a positive user experience.
• Methodical troubleshooting and problem-solving approach.
• Ability to work under pressure, manage competing priorities, meet SLA targets, and collaborate effectively within a team.

Nice to have

• ITIL 4 Foundation certification.
• Microsoft, CompTIA, or other relevant technical certifications.
• Experience with ServiceNow, Azure/Entra ID, Intune, SCCM, remote support, or VDI/DaaS technologies.
• PowerShell or basic scripting experience.
• Experience in mature ITIL service management environments.
• Experience supporting secure or classified environments.

Culture & Benefits

• Inclusive workplace welcoming applicants from diverse and underrepresented backgrounds, including neurodivergent candidates.
• Reasonable adjustments and a supportive, accessible hiring environment.
• In-person collaboration is prioritised, with flexibility intended to support wellbeing, productivity, individual work styles, and life circumstances.