Service Desk Analyst

TL;DR

Service Desk Analyst (ITIL): Providing first-line technical support for voice and data networks, hosting services, and end-user workplaces with an accent on first contact resolution and SLA compliance. Focus on diagnosing incoming incidents, managing 3rd party suppliers, and ensuring high-quality customer service for police force contracts.

Location: Onsite at Devon Cornwall Police HQ, UK

Salary: £31,529

Company

hirify.global is the UK's leading communications group, overseeing brands like BT, EE, Openreach, and Plusnet to provide critical connectivity and infrastructure.

What you will do

• Handle incoming contacts via telephone, My IT, and LiveChat, ensuring incidents are logged and triaged accurately.
• Provide first-line technical support for Voice and Data Networks, Hosting Services, and End User Workplaces.
• Aim to resolve at least 55% of incidents upon first contact to meet contractual SLAs.
• Manage 3rd party suppliers and internal resolver groups to optimize performance and service restoration.
• Provide professional guidance and solutions to users while maintaining high standards of quality and confidentiality.
• Contribute to knowledge documentation and adhere to company operational policies.

Requirements

• Strong understanding of Service Desk operations and ITIL aligned processes.
• Proven experience in customer-facing roles with strong senior stakeholder management skills.
• Ability to multi-task and work effectively under pressure to meet strict deadlines.
• Must be able to work onsite at Devon Cornwall Police HQ.

Nice to have

• Knowledge of Microsoft Office applications and various Operating Systems for troubleshooting.
• Strong analytical skills and a process-oriented approach to problem-solving.
• Experience with continuous improvement mindsets and operational efficiency.

Culture & Benefits

• Comprehensive health support including 24/7 access to an online private GP for the employee and family.
• Market-leading paid carers leave (up to 2 weeks) and equalized parental leave (18 weeks full pay).
• Significant discounts on EE and BT mobile and broadband products.
• Competitive pension scheme with 10% employer contribution.
• Flexible holiday purchase scheme to suit personal lifestyle.