24*7 Service Desk Analyst (IT Support)

TL;DR

24*7 Service Desk Analyst (IT Support): Providing first-line IT support and incident management for users with an accent on customer service, technical diagnosis, and SLA compliance. Focus on resolving basic hardware/software issues, managing ITSM tools, and maintaining comprehensive system documentation.

Location: Based from the Hartlepool office. Must have pre-existing right to work and travel within the UK.

Company

hirify.global (part of NEC Corporation) provides critical software for public services including healthcare, emergency response, and transportation.

What you will do

• Provide first-line investigation and diagnosis of IT issues to ensure resolution within organizational SLA targets.
• Manage customer mailboxes and accurately log incidents and service requests in the ITSM tool.
• Resolve first-line-fix incidents, such as password resets and account reactivations/deactivations.
• Collect and record detailed technical information to assist second-line teams with escalated calls.
• Maintain and regularly review comprehensive documentation of support procedures.
• Work a 24*7 shift rotation (14 shifts every 28 days).

Requirements

• Previous experience in a 1st line IT support role or similar.
• Proficiency in Microsoft Office suite (Outlook, Excel).
• Strong communication and customer service skills.
• Pre-existing right to work and travel within the UK.
• Ability to take ownership of issues and make effective decisions.

Nice to have

• Understanding of ITIL framework.

Culture & Benefits

• Private Medical Cover funded by the company.
• 25 days paid holiday with the option to buy or sell days.
• Group Pension Plan with employer contributions up to 8.5%.
• Life assurance cover equivalent to 4x basic salary.
• Free access to LinkedIn Learning with over 15,000 courses.
• Comprehensive employee assistance programme for personal and professional support.