Service Desk Analyst (IT Support)

TL;DR

Service Desk Analyst (IT Support): Providing frontline support for IT issues, incident resolution, and user inquiries with an accent on effective communication, troubleshooting, and customer satisfaction. Focus on logging, classifying, resolving, or escalating incidents using ITSM tools and collaborating with internal/external departments for high-quality service.

Location: Hybrid work and flexible working hours

Company

hirify.global is a technology company with over two decades of experience, partnering with leading brands to create dynamic platforms and intelligent digital experiences.

What you will do

• Act as first point of contact for customer support via email, phone, IM or other agreed channels.
• Log, classify, troubleshoot, resolve or escalate incidents and requests using ITSM tools and internal procedures.
• Advise customers on appropriate courses of action and timelines using professional, customer-oriented language.
• Act as an interface between customers and hirify.global support teams.
• Collaborate with internal/external departments to deliver high-quality service.

Requirements

• Advanced English language skills.
• Passion for technology.
• Strong communication, problem solving and interpersonal skills.
• Open to working with demanding customers and delivering to tight deadlines.
• Adaptable and good team player.

Culture & Benefits

• Competitive salary package, share plan, value-based recognition awards, and referral bonus.
• Career coaching, global career opportunities, non-linear career paths, and internal development programmes.
• Complex projects, rotations, internal tech communities, training, certifications, and online learning platforms subscriptions.
• Hybrid work and flexible working hours, alongside an employee assistance programme.
• Global internal wellbeing programme and access to wellbeing apps.
• Global internal tech communities, hobby clubs, and inclusion and diversity programmes, events and celebrations.