Service Desk Analyst

Location: Hybrid, based from the Hartlepool office, United Kingdom. Core shifts are Monday to Friday, 8:00am–4:30pm or 8:30am–5:00pm.

Company

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

What you will do

• Provide first-line investigation, diagnosis, and IT support for users.
• Manage customer mailboxes and log incidents, service requests, and change requests in the ITSM tool.
• Categorize and prioritize calls according to contractual requirements and service-level targets.
• Resolve basic hardware and software issues, including password resets and account activations or deactivations.
• Escalate unresolved issues to second-line teams while providing accurate information and keeping users informed.
• Maintain procedures and system documentation, support preventative maintenance, and contribute to team meetings and training.

Requirements

• Previous experience in a first-line service desk or similar IT support role.
• Customer service, communication, influencing, decision-making, and ownership skills.
• Knowledge of Microsoft Office, including Outlook and Excel.
• Attention to detail, flexibility, self-motivation, and the ability to follow documented instructions.
• ITIL knowledge 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 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 also be required.