Service Desk Analyst

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 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.

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.

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

• Provide user access, including coordination with IT for license provisioning

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
• Previousexperience 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

AIn 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.

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