Service Desk Analyst

TL;DR

Service Desk Analyst: Delivering 1st and 2nd line IT support for UK businesses across audio and publishing brands with an accent on troubleshooting technical issues across Windows, Azure, Exchange, Active Directory, and Office 365. Focus on proactive problem-solving, managing incidents via ServiceNow, and supporting new starters.

Location: Hybrid working with 2 days a week in our Peterborough office, UK (Wednesday being one), and 3 days working from home.

Company

hirify.global is a family-owned media business focusing on creating content for millions across Europe, spanning print, online publishing, and audio broadcasting.

What you will do

• Deliver 1st and 2nd line IT support via phone, email, ticketing, and chat systems.
• Log and manage incidents and requests using ServiceNow.
• Troubleshoot technical issues across Windows, Azure, Exchange, Active Directory, and Office 365.
• Support new starters with laptop setups, accounts, and permissions.
• Stay proactive and curious in solving both common and unfamiliar IT problems.

Requirements

• Experience in a service desk or IT support role.
• Hands-on knowledge of Windows, Exchange, Azure, and Active Directory.
• Experience working with ticketing systems (e.g., ServiceNow) and live chat functions.
• Excellent communication and customer service skills.
• Strong attention to detail and problem-solving ability.
• Team player mindset with a flexible, solutions-focused attitude.

Nice to have

• Basic Mac troubleshooting knowledge.
• Experience creating or managing mailboxes.
• Exposure to hybrid or remote IT support setups.

Culture & Benefits

• 28 days holiday, bank holidays & 2 volunteer days.
• Access to internal training via Bauer Academy.
• Enhanced Maternity/Adoption, Paternity and Shared Parental Leave Pay.
• Opportunity for flexible working.
• Inclusive and accessible recruitment process.