Service Desk Analyst

TL;DR

Service Desk Analyst: Providing first-line IT support to all staff through effective management of the Service Desk platform and managing escalations. With an accent on proactive problem-solving, maintaining IT assets, and delivering excellent customer service with strong communication. Focus on accurately logging support calls, assisting staff with systems, and ensuring system reliability.

Location: Hybrid work based in Whiteley, Fareham, United Kingdom (HQ).

Salary: $28,500–$30,000 Yearly

Company

hirify.global is a talent partner that has been helping clients globally with STEM talent challenges for over 40 years.

What you will do

• Provide first-line support and effectively manage the Service Desk platform for all staff.
• Accurately log all support calls and manage escalations within the IT team and to third-party vendors.
• Provide business updates on Problems, Requests, Incidents, and Changes.
• Assist all staff in the use of hirify.global systems.
• Maintain stock of IT assets and consumables.
• Maintain hardware and software asset registers.

Requirements

• English: B2 required.
• Strong analytical skills for assessing business problems and recommending improvements.
• Excellent written and verbal communication skills across all organizational levels.
• Passion for delivering exceptional customer service.
• Ability to guide towards solutions and take ownership.
• Ability to produce documentation at appropriate levels of depth.
• Ability to maintain effective working relationships within the wider Technology Team.

Nice to have

• Experience with Microsoft 365.
• Grasp of current and emerging technologies and trends.

Culture & Benefits

• Excellent growth and development opportunities.
• Industry-leading training and apprenticeship programs.
• Free on-site parking.
• Personal flexible benefits package.
• Team incentives, including all-inclusive holidays.
• Commitment to promoting diversity, inclusion, and accessibility.

Hiring process

• CV upload followed by telephone, video, and face-to-face interviews.
• Reasonable adjustments are offered to accommodate applicant needs.