Service Desk Analyst

TL;DR

Service Desk Analyst: Providing 24/7 first-line IT support for critical public service systems with an accent on incident diagnosis, resolution, and accurate documentation. Focus on maintaining high service levels, managing customer communications, and ensuring system availability through efficient ticket handling.

Location: Must be based in Hartlepool, UK. This is an onsite role requiring 24/7 shift work.

Company

hirify.global provides mission-critical software for public services, including emergency response, healthcare, and local government infrastructure.

What you will do

• Manage customer mailboxes and log incidents in the ITSM tool.
• Provide first-line investigation and diagnosis for hardware and software issues.
• Resolve first-line fixes such as password resets and account management.
• Allocate incident categorization and prioritization based on contractual SLAs.
• Maintain accurate documentation and closure codes for all service requests.
• Collaborate with second-line teams by providing detailed incident information.

Requirements

• Must be eligible for UK Security Clearance.
• Must have a pre-existing right to work and travel within the UK.
• Previous experience in a 1st line IT support role.
• Proficiency with Microsoft Office suite (Outlook, Excel).
• Strong communication and customer service skills.
• Ability to work a 24/7 shift rotation (14 shifts per 28 days).

Nice to have

• Understanding of ITIL framework.

Culture & Benefits

• Private medical cover funded by the company.
• 25 days paid holiday with buy/sell options.
• Group pension plan with employer contributions up to 8.5%.
• Life assurance cover (4x basic salary).
• Free access to LinkedIn Learning.
• Employee assistance programme for personal support.