Remote Service Desk Analyst – 1st Line Support & Case Mgmt

SmartRecruiters, Inc.; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Bonuses

Pension

Career development

Job summary

Hitachi Solutions Europe Limited seeks a detail-oriented Service Desk Analyst to support first-line incidents across multiple regions. You will manage cases, coordinate with IT and client teams, and maintain access for users while ensuring timely updates and service quality.

The role requires experience in a Service Desk or IT Support environment, strong communication and multi-region collaboration, and a willingness to travel when needed. We offer home-working with regular office visits.

Qualifications

• Strong understanding of incident and case management processes.
• Ability to prioritise and handle multiple requests across varying workloads.
• Excellent communication and stakeholder coordination skills.
• High attention to detail and ability to follow structured processes.
• Previous experience in a Service Desk / IT Support / Helpdesk role.
• Experience with ticketing systems / support portals is advantageous.
• CRM systems experience advantageous.

Responsibilities

• Case Management & First-Line Support: triage, assign, update and resolve cases.
• User & Access Management: coordinate license provisioning and access.
• Monitoring & Coordination: manage support mailbox and coordinate with IT teams.
• Attend client reviews and internal team meetings; contribute to service updates.

Skills

Incident management

Case management

Multi-tasking

Communication

Ticketing systems

CRM systems

Service desk

IT support

Travel-ready

Security clearance

Tools

Ticketing systems

CRM systems

Job description

Hitachi Solutions Europe Limited seeks a detail-oriented Service Desk Analyst to support first-line incidents across multiple regions. You will manage cases, coordinate with IT and client teams, and maintain access for users while ensuring timely updates and service quality.

The role requires experience in a Service Desk or IT Support environment, strong communication and multi-region collaboration, and a willingness to travel when needed. We offer home-working with regular office visits.