First Line Service Desk Analyst

TL;DR

First Line Service Desk Analyst: Providing technical support and maintaining IT infrastructure for staff and students with an accent on hardware/software troubleshooting, network connectivity, and MS Teams support. Focus on ensuring service level commitments are met, managing technical documentation, and performing root cause analysis to improve system reliability.

Location: Must be based in the United Kingdom (Onsite role requiring travel to sites and campuses).

Company

hirify.global is an educational institution providing academic programs and support services.

What you will do

• Provide 1st level technical support for end-user requests regarding desktop, hardware, software, telecom, and video conferencing.
• Resolve network connectivity, projector, and MS Teams issues for employees and students.
• Monitor local infrastructure and system performance to identify improvement opportunities.
• Perform root cause analysis for system problems and implement corrective actions.
• Manage technical documentation and assist in upgrading network equipment and workstations.
• Ensure service level commitments are respected and compile monthly reports for management.

Requirements

• Degree in Computer Science, Engineering, or a related field.
• Must have the Right to Work in the United Kingdom.
• Strong analytical and troubleshooting skills for IT services.
• Ability to work decisively under heavy workloads and meet service level commitments.
• Strong customer service orientation and attention to detail.
• English proficiency required.

Culture & Benefits

• Opportunity to work in a collaborative IT environment.
• Participation in regular staff meetings and professional training programs.
• Commitment to equal opportunity, diversity, and inclusion.