Service Desk Analyst

TL;DR

Service Desk Analyst (IT Support): Providing first-line technical support for users with an accent on incident logging, basic hardware/software troubleshooting, and customer service. Focus on managing service SLAs, diagnosing IT faults, and ensuring minimal disruption to critical systems.

Location: Based in Hartlepool, UK. Must be eligible for UK Security Clearance and have pre-existing right to work and travel within the UK.

Company

hirify.global develops critical software to support public services, including emergency dispatch, healthcare, and local government.

What you will do

• Provide 1st line investigation and diagnosis of IT issues to resolve faults in the shortest possible time.
• Manage customer mailboxes and accurately log incidents, service requests, and changes in the ITSM tool.
• Resolve First-Line-Fix incidents such as password resets and account reactivations.
• Troubleshoot basic hardware and software problems for users.
• Maintain comprehensive documentation of support procedures and system processes.
• Communicate progress to users and ensure SLAs are met.

Requirements

• Previous experience in a 1st line IT support role.
• Must be eligible for UK Security Clearance.
• Must have pre-existing right to work and travel within the UK.
• Proficiency in Microsoft Office suite (Outlook, Excel).
• Strong communication, customer service, and influencing skills.
• Ability to take ownership of decisions and follow detailed instructions.

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%.
• 4x basic salary life assurance cover.
• Free access to LinkedIn Learning with over 15,000 courses.
• Employee assistance programme for personal and professional support.