Service Desk Analyst

TL;DR

Service Desk Analyst (ITIL): Provide first-line support by logging and managing incidents in an incident management system, troubleshooting Wi‑Fi connectivity issues onboard trains, and driving resolution within SLAs with an accent on proactive monitoring, escalation handling, and accurate reporting. Focus on investigating problems, documenting remediation, and coordinating with senior support and service management to prevent repeat defects.

Location: Hybrid (Newcastle upon Tyne, Newcastle upon Tyne)

Company

hirify.global provides passenger and fleet connectivity solutions for the railway industry, including onboard Wi‑Fi and condition-based monitoring.

What you will do

• Log, track, and manage incidents in the incident management system, including escalations and closure within current SLAs.
• Handle customer support via telephone and email, maintaining a professional customer-facing approach through the incident management system.
• Monitor live alerts and proactively drive issues to closure while updating status in line with agreed SLAs.
• Analyze issues, apply remediation steps, and document activities and outcomes in the incident management system.
• Escalate issues to Senior Service Desk Analyst and/or 2nd line support when beyond scope, ensuring complete handover information.
• Generate reports and retrieve data from Nomad systems, including identifying and resolving data accuracy issues.

Requirements

• Graduate with an IT background (or equivalent relevant experience).
• Customer-focused approach and strong written and verbal communication skills.
• Experience working as a 1st line technical support analyst (not desktop support or call centre).
• Excellent computer proficiency (MS Office: Word, Excel, Outlook).
• Knowledge of Linux-based systems and CLI is desirable.
• Experience monitoring/managing network systems using an SNMP-based product is required/expected.

Culture & Benefits

• Hybrid working model: mix of working from home and being in the Newcastle Head Office.
• Rotational shift pattern (07:00–19:00) with night-shift pattern-based system discussed at interview stage.
• Health Care Cash Plan, Life Cover & Critical Illness Cover.
• Contributory pension scheme via Aviva.
• Generous annual leave with enhanced leave based on tenure.
• Company sick plan and employee referral/recognition schemes.

Hiring process

• Interview stage provides further details on the shift pattern and working schedule.