Service Desk Engineer

TL;DR

Service Desk Engineer (TPS Service Delivery): Managing operational support incidents and requests for hirify.global Partner Solutions with an accent on SLA adherence and customer satisfaction. Focus on coordinating ticket resolutions across internal teams, building deep product expertise, and improving technical support processes.

Location: Must be based in or able to commute to Edinburgh. This is a hybrid role requiring at least 60% office attendance over a 12-week period.

Salary: £28,000 – £32,000

Company

hirify.global is a leading independent rail and coach travel platform, enabling millions of travellers to book tickets across Europe through a highly rated app and B2B partner channels.

What you will do

• Own the resolution of operational support incidents and requests from start to finish.
• Coordinate ticket resolution with internal teams while maintaining clear communication.
• Build deep product knowledge to support customer onboarding and training.
• Produce bespoke reports for clients, including invoices and receipts.
• Suggest and implement improvements to technical support systems and processes.
• Manage project work, including ad hoc reporting and client communications during system issues.

Requirements

• Must be based in or able to commute to Edinburgh for hybrid office work.
• Strong time and resolution management skills.
• Experience with ITSM or CRM toolsets and Microsoft Office.
• Ability to coordinate interdepartmental work and lead conversations with diverse clients.
• Proactive approach to workload management and escalation.
• Professionalism and composure in a fast-paced environment.

Nice to have

• Experience in a service environment, particularly within the UK or EU rail industry.
• Experience drafting client-facing documentation.
• Exposure to SQL, APIs, Kibana, New Relic, Postman, or ITIL4.
• Familiarity with AGILE processes.

Culture & Benefits

• Private healthcare and dental insurance.
• Generous work-from-abroad policy (28 days).
• 2-for-1 share purchase plans and EV scheme.
• Personal learning budgets and regular learning days.
• Family-friendly benefits and extra festive time off.