Multi-Region Service Desk Analyst | First-Line IT Support

Hitachi Solutions; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Bonuses

Pension

Home working

Career development

Job summary

Hitachi Solutions Europe is seeking a detail-oriented Service Desk Analyst to join our Lifetime Services team. You will handle first-line support, case management, user administration, and coordinate with internal and external teams across a diverse client base.

You will ensure efficient handling of support requests, maintain service quality, and contribute to service operations across multiple regions, with offices locally and abroad. Flexibility to travel and work from home is expected.

Qualifications

• Experience in a Service Desk / IT Support role.
• Experience with incident and case management processes.
• Ability to handle multiple requests across varying workloads.

Responsibilities

• Case triage and assignment of incoming requests.
• Raise, update, cancel and resolve cases on behalf of customers where required.
• Coordinate with Consultants or Service Delivery Managers for case updates.
• Manage user access and license provisioning.
• Monitor support mailbox and coordinate with IT teams and stakeholders.
• Attend client reviews and internal team meetings to discuss service updates.

Skills

Incident & case management

Prioritization

Communication & stakeholder

Attention to detail

Service desk / IT support

Ticketing systems

CRM systems

Tools

Ticketing systems

CRM systems

Job description

Hitachi Solutions Europe is seeking a detail-oriented Service Desk Analyst to join our Lifetime Services team. You will handle first-line support, case management, user administration, and coordinate with internal and external teams across a diverse client base.

You will ensure efficient handling of support requests, maintain service quality, and contribute to service operations across multiple regions, with offices locally and abroad. Flexibility to travel and work from home is expected.