Service Desk Analyst

TL;DR

Service Desk Analyst: Providing first-line IT support, incident management, and issue resolution for clients, with an accent on ITIL processes and using service management tools. Focus on coordinating timely responses, monitoring resolution activity, and maintaining relevant records.

Location: Onsite (UK)

Company

hirify.global is a £100M+ UK-based IT Services Consultancy that partners with central government departments and agencies to transform public sector operations.

What you will do

• Provide first-line IT support, handling calls, emails, incidents, and requests in line with service level agreements.
• Utilise ITSM tools for successful support and incident management, routing incidents to appropriate resolver groups.
• Administer user accounts for network access, including creation, modification, and removal.
• Maintain the asset database and track changes.
• Provide advice and resolve incidents using the Knowledge Base.

Requirements

• Proven track record in a Service Desk Analyst role, ideally with knowledge of ITIL processes.
• Substantive experience in Incident Management, including business expectations and communication.
• Essential experience in Active Directory, Microsoft Azure (Microsoft Entra ID), and Microsoft Intune.
• Essential experience with ServiceNow ticketing systems, triaging, and escalation.
• Experience in using Remote Desktop tools to provide remote support to customers.
• Experience and knowledge of MS Teams and Mobile telephony.
• Great communication skills, excellent telephone manner, and friendly customer service skills are required.
• Previous experience working on a high ticket and call volume desk, supporting PC hardware, software, and networks.

Culture & Benefits

• Autonomy to develop and grow skills and experience through exciting project work making a difference in society.
• Supportive and collaborative environment with strong, inspiring leadership.
• Access to LinkedIn Learning, a management development programme, and training.
• 24/7 Confidential employee assistance programme for wellness.
• Social events including Breakfast Tuesdays, Thirsty Thursdays, and monthly Pizza.
• 25 days of annual leave.
• Pension Salary Exchange Scheme with employer contribution, discretionary company bonus, and life assurance.
• Non-contributory Private Medical Insurance (spouse and dependants included) and Worldwide Travel Insurance (spouse and dependants included).