Service Desk Engineer

TL;DR

Service Desk Engineer (IT Support): Providing technical support and incident management for a global assurance provider with an accent on hardware, software, and network troubleshooting. Focus on resolving end-user issues, managing tickets via ITSM tools, and maintaining knowledge base documentation.

Location: Birmingham, UK (Onsite)

Company

hirify.global is a leading global assurance provider dedicated to supporting clients in achieving a safer, more secure, and sustainable future.

What you will do

• Respond to and resolve IT support incidents and requests using ITSM tools like Halo ITSM.
• Diagnose and troubleshoot hardware, software, and network issues across Windows, Office 365, and Active Directory.
• Provide exceptional customer service and clear communication to both technical and non-technical end-users.
• Maintain accurate support records and contribute to the knowledge base following ITIL processes.
• Identify recurring issues and suggest improvements to reduce incident frequency.

Requirements

• 1-2 years of experience in an IT support or Service Desk role.
• Proficiency in troubleshooting Windows OS, Office 365, Active Directory, and basic networking concepts.
• Basic knowledge of ITIL principles (ITIL 4 Foundation certification preferred).
• Familiarity with ITSM tools such as Halo ITSM or ServiceNow.
• Ability to work shift patterns (8am-4pm / 4pm-12am / 12am-8am) on a 24/5 basis, including major incident on-call for weekends.

Nice to have

• Certifications such as CompTIA A+ or Microsoft Certified Fundamentals.
• Knowledge of cloud services (Azure, AWS).
• Familiarity with Agile and DevOps methodologies.
• Experience working in a global or geographically dispersed environment.

Culture & Benefits

• Inclusive culture that embraces diverse perspectives and backgrounds.
• Commitment to creating a safer and more sustainable future.
• Opportunity to work within a global leadership position in the assurance industry.