Service Desk Analyst jobs in United Kingdom

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

The IT Support Specialist is a hands‑on technical role responsible for ensuring employees across London (and remotely in EMEA) have reliable, secure, and seamless access to the tools they need to work effectively. This role manages day‑to‑day technical support, device management, system access, and troubleshooting across our core tool stack: Jamf, Okta, Google Workspace, Slack, Zoom, AI tools, and other productivity systems.

We’re excited about you because you thrive in fast‑moving environments, communicate clearly with both technical and non‑technical users, and take pride in solving problems proactively. You’re highly organised, customer‑focused, and passionate about creating a smooth technology experience for every employee.

• Provide first‑line and second‑line support for all London‑based employees and remote EMEA staff.
• Own device setup, configuration, maintenance, and troubleshooting for MacOS laptops.
• Administer identity and access management through Okta.
• Manage and support Google Workspace.
• Provide support for Slack, Zoom, Atlassian, Github, AI tools, and other platforms.
• Maintain and optimise hardware inventory.
• Support network troubleshooting.
• Ensure security controls and best practices are met.
• Assist with SaaS licence management.
• Document processes and improve IT systems.
• Collaborate with global IT teams.

• Strong communication.
• Proactive problem‑solving.
• Customer‑obsessed mindset.
• Highly organised.
• Ability to multitask.
• Strong sense of ownership

The person in this role must embody Hiya’s key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

• Start Date: Immediately
• Status: Full‑time
• Type: (Hybrid, 3 days per week in office,)
• Location: London
• Travel Requirements: Minimal
• Department: Engineering - General
• Reports to: IT Support manager

• 25 days holiday plus bank holidays
• Opt‑in salary sacrifice pension scheme (company contributes 4% of basic salary)
• Paid parental leave
• Private medical insurance through Vitality (including dental and vision)
• Employer‑paid life insurance (2x base salary)
• Donation matching for a charity of your choice (up to $1,000 per year)
• WFH equipment stipend
• $1,000 per year in professional development funds
• Lunch provided on in‑office days

This position is based in London

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built‑in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people‑centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You’ll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!