Remote Service Desk Analyst – First-Line IT Support

Hitachi Solutions Germany; Greater London; Hybrid; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Bonus

Pension

Job summary

Hitachi Solutions Europe Limited is seeking a detail-oriented Service Desk Analyst to join our Lifetime Services team. The role focuses on first-line support, case management, user administration, and coordinating with internal and external teams across a diverse client base.

You will ensure efficient handling of support requests, maintain service quality, and collaborate across regions, coming into our offices as needed while also supporting remote work from home.

Qualifications

• Experience in incident and case management processes.
• Ability to prioritize multiple requests across varying workloads.
• Excellent communication and stakeholder coordination skills.
• Previous experience in a Service Desk/IT Support/Helpdesk role.

Responsibilities

• Case triage and assignment for incoming requests.
• Raise, update, cancel and resolve cases for customers.
• Manage portal user creation and user access provisioning.
• Monitor support mailbox and coordinate with internal IT teams and stakeholders.
• Attend client reviews and internal team meetings.

Skills

Incident management

Case management

Communication

Service Desk

Tools

Ticketing systems

CRM systems

Job description

Hitachi Solutions Europe Limited is seeking a detail-oriented Service Desk Analyst to join our Lifetime Services team. The role focuses on first-line support, case management, user administration, and coordinating with internal and external teams across a diverse client base.

You will ensure efficient handling of support requests, maintain service quality, and collaborate across regions, coming into our offices as needed while also supporting remote work from home.