Remote Service Desk Analyst - Multi-Region Support & Growth

Hitachi Solutions; England; On-site; GBP 30,000 - 42,000; Full time

Job summary

Hitachi Solutions Europe Limited is seeking a detail-oriented Service Desk Analyst to join the Lifetime Services team. You will handle first-line support, manage cases, and coordinate with internal and external teams across multiple regions for a diverse client base.

You will play a key role in ensuring efficient handling of requests, maintaining service quality, and contributing to ongoing service operations across regions.

Qualifications

• Experience in 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.
• Experience in Service Desk / IT Support / Helpdesk roles is advantageous.
• Experience with ticketing systems / support portals is advantageous.

Responsibilities

• Case triage and assignment for incoming support requests.
• Raise, update, cancel, and resolve cases on behalf of customers.
• Carry out case updates based on input from Consultants or Service Delivery Managers.
• Update internal and client tools with case information.
• Support case quality checks (e.g. age, estimates, approvals).

Skills

Incident and case management

Multi-region support

Communication & coordination

Attention to detail

Service Desk experience

Ticketing systems

Job description

Hitachi Solutions Europe Limited is seeking a detail-oriented Service Desk Analyst to join the Lifetime Services team. You will handle first-line support, manage cases, and coordinate with internal and external teams across multiple regions for a diverse client base.

You will play a key role in ensuring efficient handling of requests, maintaining service quality, and contributing to ongoing service operations across regions.