Service Desk Analyst - 1st Line

TL;DR

Service Desk Analyst - 1st Line (IT Service Desk): Provide front-line IT support to 5000+ users, handling requests, performing first line fault investigation, and coordinating incident resolution with an accent on security administration tasks and continuous improvement of support standards. Focus on diagnosing issues, allocating unresolved cases, supporting access rights, and contributing to support documentation.

Location: York (hybrid – 2 days per week in office); travel to other UK or international office locations may be required in the future.

Company

hirify.global provides insurance services and operates a multi-region IT Service Desk supporting users across the UK, Europe, Bermuda, and North America.

What you will do

• Receive and handle support requests from internal business users as the routine contact point.
• Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.
• Perform first line fault investigation and diagnosis, and promptly allocate unresolved issues.
• Apply and help develop support standards to track, monitor, report, resolve, or escalate issues.
• Assist users with defining access rights and privileges.
• Handle security administration tasks, investigate minor security breaches, and contribute to support documentation.

Requirements

• Passion for customer service and confident, effective communication (verbal and written).
• Comfort working in a highly dynamic, fast-paced, constantly evolving environment.
• Strong team ethic and willingness to speak up when required.
• Interest in technology and a restless desire for continuous learning.
• Previous service desk / IT experience is desirable (not necessary).

Culture & Benefits

• Permanent role with normal working hours of 8 hours per day (Mon–Fri) between 07:00 and 15:00 UK time, depending on shift/rota.
• Hybrid working: 2 days per week in the York office.
• Opportunity for on-the-job career development in a supportive environment.
• Flexible working supported where possible (discuss flexibility with resourcing).
• Inclusive culture with a focus on diversity.

Hiring process

• Interview to discuss shift preferences and confirm fit for the role.