IT Help Desk Technician

Location: United Kingdom; hybrid work with 3 days per week at the London office (EC3A)

Company

hirify.global provides consulting and technology solutions for biotech, medical device, and pharmaceutical organizations across the product lifecycle.

What you will do

• Act as the first point of contact for colleagues through tickets, phone, and chat.
• Monitor, prioritize, and triage service desk tickets while meeting SLAs.
• Resolve Level 1 issues and develop capability to handle Level 2 support.
• Escalate incidents to specialist teams when required.
• Monitor critical-line voicemails and respond to urgent issues.
• Investigate root causes, follow tickets through resolution, and maintain accurate records.

Requirements

• Genuine interest in IT and motivation to build a career in technical support.
• Confident communication skills and comfort supporting people at all levels.
• Excellent written and spoken English.
• Ability to learn quickly and handle unfamiliar technical issues.
• General understanding of computers, devices, and how they work together.
• Strong organization and judgment when prioritizing urgent issues.

Nice to have

• IT, Computer Science, or related qualification.
• Hands-on exposure to Microsoft 365, Windows 10/11, Entra ID, or Active Directory.
• Customer-facing experience.
• IT certification such as CompTIA A+ or Microsoft Fundamentals.

Culture & Benefits

• Structured onboarding and a progression path from Level 1 to Level 2 support and beyond.
• Access to an external self-paced training platform.
• Support toward industry certifications.
• Exposure to enterprise technologies including Microsoft 365, Entra ID, and Intune.
• Manager and team support focused on professional development.
• Inclusive workplace committed to diversity, equity, and inclusion.

Hiring process

• Applications are personally reviewed by the recruitment team.
• Applicants receive an outcome after the application review.