Service Support Analyst (IT Support)

TL;DR

Service Support Analyst (IT Support): Providing first and second line IT support aligned to ITIL practices with an accent on incident management, request fulfilment, and access control. Focus on resolving complex user issues, ensuring security compliance, and maintaining critical technical documentation.

Location: Manchester

Company

hirify.global is a leading global workforce solutions provider for the STEM industries, including technology, construction, and engineering sectors.

What you will do

• Provide 1st and 2nd line support via the Service Desk, ensuring incidents and requests are resolved per service levels.
• Manage user access control and support joiners, movers, and leavers in line with security requirements.
• Identify recurring issues and provide diagnostics to support root cause analysis and problem management.
• Collaborate with senior engineers on project delivery and transition project work into business-as-usual support.
• Maintain software repositories, ensure timely patching, and update technical service documentation.
• Triage security alerts and support incident response to ensure timely containment and resolution.

Requirements

• Experience working in a structured IT Service Desk or support environment.
• Practical knowledge of ITIL-based service management practices.
• Experience using service management tooling for ticket handling and asset tracking.
• Familiarity with Microsoft 365 services and identity management.
• Awareness of information security and compliance requirements, including ISO27001.
• Ability to communicate clearly with both technical and non-technical users.

Culture & Benefits

• Competitive monthly base salary and performance-based bonuses.
• Global career progression opportunities and world-class training programs.
• Supportive culture focusing on work-life balance and mental health support.
• Yearly destination trips through the High Flyers program.
• Virtual onboarding events and dedicated charity days.