24*7 Service Desk Analyst

Location: Hartlepool, United Kingdom; office-based. The role follows a 24*7 shift pattern of 14 shifts every 28 days.

Company

hirify.global develops software supporting public services, including healthcare, emergency response, transport, policing, housing, and local government.

What you will do

• Provide first-line IT support, investigation, and diagnosis for reported incidents and service requests.
• Manage customer mailboxes and accurately log incidents, requests, and changes in the ITSM tool.
• Categorize and prioritize tickets according to customer requirements and service-level targets.
• Resolve basic hardware and software problems, including password resets and account reactivations or deactivations.
• Escalate appropriate issues to second-line teams with complete and accurate information.
• Maintain documentation, communicate progress to users, close resolved tickets, and contribute to service improvement.

Requirements

• Previous experience in a first-line service desk or similar IT support role.
• Excellent customer service, communication, influencing, and attention-to-detail skills.
• Knowledge of Microsoft Office, including Outlook and Excel.
• Ability to work flexibly, follow instructions, make decisions, and take ownership.
• Understanding of ITIL is desirable but not required.
• Must be eligible for UK Security Clearance and have a pre-existing right to work and travel within the UK.

Culture & Benefits

• Private medical cover funded for employees, with optional family coverage.
• 25 days of paid holiday with the option to buy or sell days.
• Life assurance of four times basic salary and a group pension plan with employer contributions of up to 8.5%.
• Flexible benefits and an employee assistance programme.
• Free access to more than 15,000 LinkedIn Learning courses.
• Employment is subject to satisfactory vetting and reference checks; a DBS check may be required.