Service Desk Analyst

TL;DR

Service Desk Analyst: Delivering high-quality IT support to employees and franchise partners with an accent on incident resolution and SLA management. Focus on contributing to IT improvement projects, system upgrades, and gaining hands-on exposure to diverse technical initiatives.

Location: Must be based in or able to commute to Newcastle upon Tyne (Hybrid)

Company

hirify.global is a professional services firm providing recruitment and talent solutions.

What you will do

• Provide responsive IT support to internal staff and franchise partners.
• Log, manage, and resolve incidents and service requests according to SLAs.
• Escalate complex issues to appropriate teams following established procedures.
• Maintain clear communication with users throughout the resolution process.
• Contribute to IT improvement projects, system rollouts, and infrastructure changes.
• Collaborate with wider IT teams to learn and implement new technologies.

Requirements

• Previous experience in a Service Desk or Helpdesk role.
• Proficiency with Windows 10/11 and Microsoft 365.
• Experience with Active Directory and IT ticketing systems.
• Strong customer service skills and ability to communicate with non-technical users.
• Ability to thrive in a fast-paced environment and manage pressure.
• Must be able to work in a hybrid capacity from the Newcastle office.

Culture & Benefits

• Friendly and forward-thinking IT team environment.
• Excellent opportunities for career development.
• Hands-on exposure to diverse IT projects beyond standard support.
• Supportive atmosphere focused on continuous improvement.