Service Desk Analyst

TL;DR

Service Desk Analyst: Working on a service desk team, dealing with client-raised software issues using an ITSM ticketing system with an accent on ticket resolution speed and accuracy. Focus on problem-solving, triaging, and escalating complex cases.

Location: Hybrid in Nottingham

Company

hirify.global is a technology business operating in the global energy sector, providing software solutions to top energy suppliers.

What you will do

• Utilise hirify.global’s ITSM system (ServiceNow) daily to manage and resolve client software issues, reducing overall ticket volumes.
• Work with a Lead Service Desk Analyst for support and training.
• Escalate specialised or complex tickets to the senior service desk team.
• Prioritise work based on the urgency and importance of tickets, handling P1 issues immediately.
• Engage in daily problem-solving, clarifying information and establishing facts before implementing solutions.
• Maintain client contact via software or occasionally by phone.
• Use SQL to triage and resolve tickets.

Requirements

• Natural problem-solver with strong analytical skills.
• SQL experience (entry-level to intermediate) including SELECT statements, JOINs, and data filtering.
• Enjoy client contact with a background in customer interaction (in person, phone, email, or system-led).
• Excellent customer service skills for all stakeholder and client levels.
• Comfortable with performance measures related to ticket resolution.

Culture & Benefits

• Be part of a technology business in the global energy sector.
• Work in a team environment with support and coaching from Lead Analysts.
• Opportunity to add value to client and colleague experience by promoting hirify.global values.