Service Desk Analyst

TL;DR

Service Desk Analyst: Providing 1st line IT support for all employees, resolving issues related to computer hardware, software, network, and telecommunications systems. Focus on customer service, technical knowledge, and efficient ticket management within a global service desk team.

Location: Hybrid in Leeds, UK

Company

hirify.global Group is a Fortune 500 company with global insurance, reinsurance, specialist advisory, and investment operations.

What you will do

• Resolve issues surrounding computer hardware, software, network, and telecommunications systems.
• Receive inbound customer contacts via phone, chat, and web channels.
• Record, maintain, and update records in the Service Management ticketing system.
• Route unresolved tickets to appropriate resolving groups.

Requirements

• Must be able to work in Leeds, UK, with a hybrid setup.
• Working knowledge of help desk software, databases, and remote control.
• Excellent oral and written communication skills.
• Associates degree or 1 year of relevant experience in a technical field or customer service.
• English: B2 required.

Nice to have

• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in a related field.
• ITIL Foundation V3 or V4 Certification.

Culture & Benefits

• A great starting salary plus annual bonus and strong benefits package.
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave.
• Company pension scheme, private medical and dental cover, life assurance, travel insurance, and income protection.
• Countless opportunities to learn new skills and develop in your career.
• Consideration for flexible working patterns.
• Diverse workforce and equal opportunity employer.