Service Desk Analyst

TL;DR

Service Desk Analyst (IT Support): Providing first-line level 1 service desk support for internal and external accounts with an accent on incident management and first-time resolutions. Focus on diagnosing basic hardware/software issues, managing ITSM logging, and maintaining high service level targets.

Location: Hybrid (Hartlepool, UK). Candidates must have pre-existing right to work and travel within the UK.

Company

hirify.global is a global provider of software for public services, including emergency dispatch, healthcare, and local government.

What you will do

• Provide first-line level 1 support as a single point of contact for IT issues for internal and external customers.
• Log and categorize incidents and service requests in the ITSM tool according to documented procedures.
• Perform first-line investigation and diagnosis to resolve faults in the shortest possible time.
• Handle First-Line-Fix tasks such as password resets and account activations/deactivations.
• Maintain comprehensive documentation of support processes and system procedures.
• Keep users informed of progress and resolve issues within contractual SLA targets.

Requirements

• Experience in 1st line IT service support.
• Proficiency in Microsoft Office suite, specifically Outlook and Excel.
• Strong communication and customer service skills.
• Must have pre-existing right to work and travel within the UK.
• Ability to work rotating shifts between 7:00 AM and 7:00 PM.

Nice to have

• Understanding of the ITIL framework.

Culture & Benefits

• Private Medical Cover funded by the company.
• 25 days paid holiday with the option to buy or sell days.
• Life assurance cover (4x basic salary).
• Group Pension Plan with employer contributions up to 8.5%.
• Employee assistance programme for personal and professional support.