Service Desk Level 1/Level 2 Analyst (ITSM)

Location: Hybrid role based in Edinburgh, Scotland, United Kingdom, with occasional travel to the nearest base office.

Company

hirify.global is a technology services and digital transformation partner delivering cloud, data and AI, enterprise applications, digital transformation, and managed services.

What you will do

• Provide L1/L2 technical support through phone, email, and chat for customer users.
• Own incidents and service requests from logging and triage through resolution or escalation in JIRA-based ITSM tooling.
• Troubleshoot hardware, software, network, access, Microsoft 365, Windows, Active Directory, and Group Policy issues.
• Work to agreed SLAs, maintain accurate ticket updates, and communicate clearly with customers.
• Monitor alerts, perform health checks and maintenance, and support updates, patching, backups, and system deployments.
• Contribute to knowledge articles, service improvements, and IT projects while collaborating with specialist technical teams.

Requirements

• 2–5 years of experience in IT support or Service Desk environments.
• Strong L1/L2 troubleshooting and incident management experience.
• Hands-on experience with JIRA, ServiceNow, or similar ITSM tools.
• Good knowledge of Microsoft 365, Windows, Active Directory, and Group Policy.
• Understanding of ITIL processes and best practices.
• Strong customer service, communication, and problem-solving skills.
• Comfort working in a rotating shift environment.
• BPSS, SC, or CTC clearance eligibility or existing clearance is mandatory.

Nice to have

• ITIL v4 certification.
• Exposure to AWS and/or Azure.
• Knowledge of Windows Server, VMware, and Linux.

Culture & Benefits

• Hybrid and remote working flexibility within the role’s UK-based arrangement.
• Career progression, mentorship, leadership support, and quarterly career development reviews.
• Significant training budget for certifications and further education.
• Performance-related profit share, pension, private healthcare, and life assurance.
• Enhanced maternity and paternity leave, recognition programmes, and ESG, CSR, diversity, inclusion, and belonging initiatives.

Hiring process

• Applications must be submitted directly; agency candidates are not accepted.