Technical IT Service Desk Analyst

Location: Newcastle upon Tyne, United Kingdom; based at Quorum Business Park

Company

hirify.global provides facilities management, energy, digital, and regeneration services in the UK and Ireland, operating globally as part of the Bouygues group.

What you will do

• Provide first-line support by answering calls, managing ITSM tickets, triaging incidents, troubleshooting issues, and resolving requests within KPI targets.
• Maintain end-to-end ownership of incidents, including accurate ITSM records, queue management, prioritisation, escalation, and coordination with resolver groups and third parties.
• Administer user access, including onboarding, inductions, access changes, and leaver processing.
• Deliver remote and onsite desktop support, install and upgrade hardware and software, and deploy packages through SCCM.
• Support information security, GDPR compliance, audits, service transitions, documentation, and improvements to IT service processes and technologies.
• Provide periodic on-call first-line support for out-of-hours contracts and advise employees and line managers on IT policies and procedures.

Requirements

• Qualification in Information Technology or equivalent work experience.
• Technical background covering common software packages, IT infrastructures, and basic computer hardware.
• Experience with desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365, and IT-related permissions.
• Understanding of LAN/WAN networking configurations.
• Good knowledge of a leading IT Service Management tool and working knowledge of diagnostic utilities.
• Knowledge of ITIL processes, particularly Incident Management, Problem Management, and Request Fulfilment.
• Strong ability to quickly understand user requirements and issues.
• Ability to pass a Basic DBS check is essential.
• Evidence of the right to work in the UK is required.

Culture & Benefits

• Permanent full-time employment working 37.5 hours per week in the Newcastle Shared Services office.
• 24 days of annual leave plus public holidays, with a holiday purchase scheme.
• Free parking, life cover worth 1.5 times annual salary, employee discounts, gym discounts, and a cycle-to-work scheme.
• Professional qualifications, training, personalised support programmes, employee referral rewards, and access to employee networks.
• Two corporate social responsibility days per year, a 24/7 Employee Assistance Programme, and access to a mental wellbeing app.
• Workplace inclusion, diversity initiatives, and support for reasonable adjustments and flexible working arrangements where possible.

Hiring process

• Register and apply through the hirify.global recruitment portal to track the application.
• The Resourcing Team will review the application and contact shortlisted candidates.