Remote Service Desk Analyst: First-Line IT Support

Hitachi, Ltd.; Greater London; Remote; GBP 26,000 - 38,000; Full time

Job summary

Hitachi Solutions Europe is seeking a detail-oriented Service Desk Analyst to join the Lifetime Services team. The role focuses on first-line support, case management, and user administration across multiple regions and clients.

You will handle case triage, updates, and maintain accurate information in internal and client systems, while coordinating with Consultants and Service Delivery Managers to ensure service quality. This is a client-facing, collaborative position with international scope.

Qualifications

• Strong understanding of incident and case management processes.
• Ability to prioritize and handle multiple requests across varying workloads.
• Excellent communication and stakeholder coordination.
• 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 will be considered as an advantage.
• Previous experience with CRM systems will be considered as an advantage.

Responsibilities

• Case Management & First-Line Support: triage and assign incoming requests; raise, update, cancel and resolve cases; updates based on input from Consultants or Service Delivery Managers; update tools with case information; support case quality checks.

Skills

Incident and case management

Prioritization across workloads

Communication with stakeholders

Attention to detail

Service Desk / IT Support

Ticketing systems

CRM systems

Tools

Ticketing systems / support portals

CRM systems

Job description

Hitachi Solutions Europe is seeking a detail-oriented Service Desk Analyst to join the Lifetime Services team. The role focuses on first-line support, case management, and user administration across multiple regions and clients.

You will handle case triage, updates, and maintain accurate information in internal and client systems, while coordinating with Consultants and Service Delivery Managers to ensure service quality. This is a client-facing, collaborative position with international scope.