Service Desk Analyst

Location: Hartlepool office, United Kingdom; Monday to Friday core shifts between 8:00am–4:30pm and 8:30am–5:00pm.

Company

hirify.global, part of NEC Corporation, develops software supporting public services including healthcare, emergency response, transport, policing, housing, and local authorities.

What you will do

• Provide first-line investigation, diagnosis, and resolution of user IT 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 agreements.
• Resolve basic hardware and software issues, including password resets and account activations or deactivations.
• Escalate unresolved issues with complete diagnostic information to second-line support and keep users informed of progress.
• Maintain support procedures and documentation, contribute to team meetings, and complete required training.

Requirements

• Previous experience in a first-line service desk or similar IT support role.
• Knowledge of Microsoft Office, including Outlook and Excel.
• Strong customer service, communication, influencing, decision-making, and ownership skills.
• Excellent attention to detail, flexibility, self-motivation, and ability to follow instructions.
• 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 cover of four times basic salary and a group pension plan with employer contributions up to 8.5%.
• Flexible benefits and an employee assistance programme.
• Free access to more than 15,000 LinkedIn Learning courses.
• Offers are subject to satisfactory vetting and reference checks; a DBS check may be required depending on the role.