Service Desk Analyst (IT Support)

Location: Hybrid role based from the Hartlepool office, England, United Kingdom. Monday to Friday; stated working hours are 08:00–16:30 and 08:30–17:00 in different sections.

Company

hirify.global, part of NEC Corporation, develops software supporting public services including healthcare, emergency response, transport, policing, housing, and local authorities.

What you will do

• Provide first-line investigation, diagnosis, and IT support for users, including basic hardware and software troubleshooting.
• Manage customer mailboxes and accurately log incidents, service requests, and change requests in the ITSM tool.
• Categorise and prioritise calls according to customer requirements and service-level agreements.
• Resolve first-line issues such as password resets and account reactivations or deactivations, escalating other issues to the appropriate teams.
• Keep users informed, close resolved calls using correct closure codes, and collect accurate information for second-line support.
• Maintain support documentation, contribute to preventative maintenance and team meetings, complete required training, and review customer feedback.

Requirements

• Previous experience in a first-line service desk or similar IT support role.
• Excellent customer service, influencing, communication, decision-making, ownership, and attention-to-detail skills.
• Knowledge of Microsoft Office, including Outlook and Excel.
• Flexibility, self-motivation, and the ability to follow instructions.
• Must be eligible for UK Security Clearance.
• Must demonstrate a pre-existing right to work and travel within the UK; documentary evidence is required.
• ITIL knowledge and first-line experience are desirable but not required.

Culture & Benefits

• Private medical cover funded by NEC, with optional family cover at additional cost.
• 25 days of paid holiday with the option to buy or sell days.
• Life assurance of four times basic salary and a group pension plan with employer contributions up to 8.5%.
• Flexible benefits and an employee assistance programme.
• Free access to more than 15,000 LinkedIn Learning courses.
• Offers are subject to satisfactory vetting and reference checks; a DBS check may also be required depending on the role.