Service Desk Analyst

Hitachi Solutions Germany

Greater London

Hybrid

GBP 24,000 - 36,000

Full time

4 days ago

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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 is a global Digital, Data and Technology consultancy, Microsoft Inner Circle and Cloud Services partner, specialising in end-to-end transformation. We build services that are user centred and accessible, designed by our brilliant agile teams, capable of harnessing the power of the latest technologies.

Our capabilities include Microsoft Dynamics 365, Power Platform and Azure, Application Modernisation, Modern Data Platform, Performance & Analytics, Fraud and Error, Grants, User Centred Design, Accessibility and Agile DevOps.

Be part of our Hitachi family

We place value on collaboration, open communication, and transparency. We emphasise the importance of team spirit, cohesion, and appreciation – And through our talented people, innovative culture, and technical and business expertise, we deliver game changing outcomes every day. Our learning culture and flat hierarchy are our recipes for success. But don´t take our word for it – Have a look at what our employees are saying: Hitachi Solutions: Recruiting the best talent and offering outstanding career opportunities (hitachi-solutions.co.uk)

Diversity and Inclusion at Hitachi Solutions

Diversity is the wellspring of our innovation, and we believe that creativity is fuelled by inclusivity. Our collective success is achieved by fostering and respecting our employees’ and customer’s individualities coming together as One Team. Hitachi strives to create an environment not only where genders, races, cultures, sexual orientations, and identities can work together, but where the beliefs and views of those participating feel equally represented. You can read more about Hitachi’s mission and values here: hitachi-solutions.co.uk

What to expect, your benefits

Hitachi Solutions offers competitive compensation packages (incl. bonuses), pension and benefits plans. Work/Life balance is an essential part of our culture, and all our employees are home workers, although you will be expected to come into our or customer’s offices regularly. We operate a comprehensive career development programme that includes mentoring and training plans to ensure that you will continue to grow and develop your career at Hitachi.

Be part of our Hitachi family

Diversity and Inclusion at Hitachi Solutions

What to expect, your benefits

Job Description

Role Overview

We are seeking a detail-oriented and proactive Service Desk Analyst to join our Lifetime Services team. The role focuses on first-line support activities, case management, user administration, and coordination with internal and external teams across a diverse client base.

You will play a key role in ensuring efficient handling of support requests, maintaining service quality, and supporting ongoing service operations across multiple regions and clients.

Key Responsibilities

Case Management & First-Line Support

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

User & Access Management

Manage portal user creation
Provide user access, including coordination with IT for license provisioning
Deliver user administration services

Monitoring & Coordination

Monitor support mailbox and action requests accordingly
Coordinate with internal IT teams and stakeholders where dependencies exist (e.g. licensing, access provisioning)
Attend weekly, monthly and quarterly client reviews as required
Attend internal team meetings and contribute to service updates and actions

Qualifications

Key Skills & Experience

Strong understanding of incident and case management processes
Ability to prioritize 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 will be considered as an advantage
Previous experience with CRM systems will be considered as an advantage

Additional Requirements

Ability to support multi-region operations
Flexible approach to workload based on incoming request volumes
Security clearance eligibility
Open for traveling to customer location, when needed

Additional Information

A In applying for a role with Hitachi Solutions Europe Limited and/or its affiliates (“Hitachi”) you consent to Hitachi collecting and storing your personal information (including your name, job title and email address) in relation to this role and any others that may be suitable in the future. For more information please refer to our Privacy Policy located at http://www.hitachi-solutions.co.uk/privacy-policy

Your information will be kept confidential according to EEO guidelines.

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System) notification@smartrecruiters.com domain email address regarding your application and interview requests.

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.

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