Service Desk Support Analyst

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

Company

hirify.global is a UK-based national 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 through phone, email, and ticketing systems.
• Log, categorize, prioritize, and manage incidents and requests in the ITSM platform.
• Diagnose and resolve hardware, software, network connectivity, Microsoft 365, and collaboration-tool issues.
• Escalate complex issues to second-line or specialist teams with complete documentation.
• Create and maintain knowledge base articles and contribute to Service Desk improvements.
• Maintain accurate support records and follow security, compliance, and regulatory requirements.

Requirements

• Strong customer service and communication skills with a professional, client-focused approach.
• Solid understanding 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 manage multiple priorities under pressure 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 communication, confidence backed by expertise, pragmatic solutions, and an approachable professional style.
• Inclusive, equitable, and diverse workplace supported by an Equal Opportunities Policy.
• Learning and development programmes focused on employee career growth.
• Commitment to sustainability, stakeholder relationships, and continuous improvement.