Service Desk Analyst

TL;DR

Service Desk Analyst: Provide first-line IT support across Smart Bar, phone, portal for 1600+ colleagues and seasonal staff, handling incidents, service requests, hardware provisioning, asset management, and Joiner/Mover/Leaver processes. Focus on delivering best-in-class service, following ITIL processes, troubleshooting VPN/software/hardware, and ensuring operational efficiency for exam creation and support.

Location: Hybrid onsite in Manchester or Guildford, UK (generally 4 days/week in office, sometimes 5). Interviews in Manchester office week of 25 May.

Salary: Manchester £24,700–£27,000; Guildford £25,700–£28,000

Company

hirify.global is an independent charity and the largest provider of academic qualifications in the UK, marking over 10 million GCSE and A-level exam papers yearly.

What you will do

• Staff the Smart Bar and provide phone/portal support as first-line escalation for technical issues across 4 sites.
• Manage incidents, service requests, and problems using ITIL processes, logging, updating, and resolving them.
• Handle asset management including laptops, mobiles, peripherals; provision software via Active Directory/Azure AD.
• Perform Joiner/Mover/Leaver processes, device swaps, warranty repairs, and stock checks.
• Escalate P1/P2 issues, especially exam-related, and contribute to continuous improvements and audits.
• Build relationships with colleagues, maintain confidentiality, and cover shifts as directed.

Requirements

• Proven service desk experience (no entry-level training available)
• Familiarity with ITIL best practices and service management tools.
• Skills in hardware/software troubleshooting, VPN, Active Directory, Azure AD.
• Strong communication, organization, and digital skills for workload management to KPIs.
• Ability to work proactively with limited discretion, escalate when needed.
• Available for 35-hour week, 4-5 days in Manchester or Guildford office.

Nice to have

• Experience creating knowledge articles.
• ITIL certification.
• Project involvement or continuous improvement initiatives.

Culture & Benefits

• 35-hour week, 25 days annual leave + Christmas closure.
• Pension up to 18.5% contributions, private medical insurance, health cash plan.
• Onsite gym, yoga/games rooms, subsidised café in refurbished office.
• Diversity networks (LGBTQ+, neurodiversity, etc.), training opportunities like ITIL.
• Supportive team, smart working model (general policy: 2 office days/week).
• Focus on equity, diversity, inclusion, and safeguarding.

Hiring process

• Submit CV and cover letter explaining fit.
• Interviews week beginning 25 May in Manchester office.
• All applications responded to; start ASAP for Manchester, July 2026 for Guildford.