Service Desk Analyst
Hitachi · London, England, gb ·
- Work mode
- Hybrid
- Category
- Support
First-line Service Desk Analyst on Hitachi Solutions' Lifetime Services team, triaging and managing support cases for a multi-region client base, handling portal user administration and access, monitoring the support mailbox, and coordinating with internal IT teams and clients. Key tools: ticketing systems, support portals and CRM.
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
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
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.
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) [email protected] 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.