Support Analyst (SaaS)

Location: Stone, Staffordshire, United Kingdom; hybrid working with 2 days per week in the Stone office

Company

hirify.global provides SaaS solutions and consultancy services for pharmaceutical companies, CROs, government agencies, and academic institutions, supporting drug discovery and life sciences research.

What you will do

• Provide first-level application and technical support to end-users through all communication channels.
• Investigate and resolve software, hardware, and application incidents while meeting response, resolution, and continual-contact SLAs.
• Communicate ticket progress, next steps, and confirmed resolutions clearly and promptly.
• Document investigations and resolutions with clear steps for future cases and training.
• Collaborate with team members and cross-functional groups on complex technical issues.
• Follow the Quality Management System and handle work securely, professionally, and diligently.

Requirements

• Fluent spoken and written English.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support or help desk role.
• Strong knowledge of Windows operating systems and common software applications.
• Familiarity with network protocols, hardware components, and troubleshooting techniques.
• Knowledge of the Quality Management System and its application to role-related tasks.
• Experience using AI-enabled tools to improve ticket triage, knowledge management, response quality, efficiency, and customer or internal support outcomes.

Nice to have

• CompTIA A+, Network+, or Microsoft Certified Professional certification.

Culture & Benefits

• Permanent position with flexible hybrid working.
• Personal and technical development opportunities within an established support team.
• Private medical insurance with optical and dental options, matching contributory pension, and life insurance.
• 25 days of leave plus public holidays, with a buy-and-sell leave scheme.
• Referral scheme, employee assistance program, and access to a benefits hub.
• Friendly, solutions-focused environment with flexible ownership and opportunities to contribute ideas.