Service Desk Support Analyst (IT Support)

Location: On-site across hirify.global offices in Chelmsford, Brentwood, London, and other UK sites

Company

hirify.global is a UK-based business advisory firm providing corporate finance, debt advisory, forensic, financial, and restructuring services from offices across the UK, Isle of Man, and Cyprus.

What you will do

• Act as the first point of contact for IT incidents and service requests via phone, email, and ticketing systems.
• Log, categorize, prioritize, and document incidents and requests in the ITSM platform.
• Diagnose and resolve hardware, software, network connectivity, Microsoft 365, collaboration tool, and business application issues.
• Escalate complex incidents to second-line support or specialist teams with complete documentation.
• Create and maintain knowledge base articles and contribute to Service Desk improvements.
• Apply ITIL-aligned processes, security policies, compliance standards, and regulatory requirements.

Requirements

• Strong customer service, communication, and client-focused skills.
• Solid knowledge of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot hardware and software issues effectively.
• Familiarity with ITSM tools such as ServiceNow or Remedy.
• Ability to work under pressure, manage multiple priorities, collaborate effectively, and maintain accurate documentation.
• Availability for staggered shifts providing coverage between 08:00 and 18:00.

Nice to have

• ITIL Foundation certification.
• Previous Service Desk or IT support experience in a professional services or financial environment.

Culture & Benefits

• Values include straightforward, confident, pragmatic, and approachable professional advice.
• Learning and development programmes support long-term career growth.
• Commitment to an inclusive, equitable, and diverse workplace.
• Focus on sustainability, stakeholder relationships, and reducing environmental impact.