Service Desk Analyst (IT Support)

TL;DR

Service Desk Analyst (IT Support): Providing first-line technical support and incident management for public sector users with an accent on SLA compliance and customer service. Focus on diagnosing hardware/software issues, managing ITSM tickets, and ensuring system reliability through 24/7 shift coverage.

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

Company

hirify.global is a provider of critical software for public services, including emergency dispatch, healthcare, and government authorities.

What you will do

• Provide 1st line investigation and diagnosis for IT issues to resolve faults efficiently and minimize disruption.
• Manage customer mailboxes and accurately log incidents and service requests in the ITSM tool.
• Resolve basic hardware and software problems, including password resets and account reactivations.
• Categorize and prioritize requests based on contractual requirements and service level targets.
• Maintain comprehensive documentation of support procedures and regularly review system documentation.
• Work a 24*7 shift rotation (14 shifts every 28 days).

Requirements

• Previous experience working in a 1st line support role or similar.
• Pre-existing right to work and travel within the UK.
• Eligibility for UK Security Clearance.
• Proficiency in Microsoft Office suite (Outlook, Excel).
• Strong communication and customer service skills.

Nice to have

• Understanding of the ITIL framework.

Culture & Benefits

• Private Medical Cover funded by the company.
• 25 days paid holiday with options to buy or sell.
• Group Pension Plan with employer contributions up to 8.5%.
• Life assurance cover (4x basic salary).
• Free access to LinkedIn Learning for professional development.