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Hays is working with a forward‑thinking, ambitious professional services organisation that places innovation, collaboration and people at the heart of everything they do. With a strong growth strategy and a modern approach to technology, the business supports hundreds of users across multiple UK locations and continues to invest heavily in its IT function.
This is an organisation that values being inclusive, collaborative and refreshingly human, while also maintaining high standards of service delivery and operational excellence.
Your Role
As a Service Desk Analyst, you will play a key role in delivering high‑quality IT support to colleagues across the business. Acting as the first point of contact, you will take ownership of incidents and service requests from initial logging through to resolution, ensuring excellent communication throughout.
Key Responsibilities
* Providing 1st and 2nd line technical support to a large user base via the IT Service Desk
* Logging, managing and resolving incidents and requests within agreed SLAs, escalating where appropriate
* Supporting day‑to‑day technology including laptops, software, printers and mobile devices
* Working closely with 3rd line infrastructure and application teams to support and improve core services
* Operating within ITIL processes, including incident, problem, change, knowledge and asset management
* Maintaining a strong focus on customer service while working effectively in a fast‑paced environment
This role is office‑based in Belfast, full‑time, with occasional funded travel to another UK office for training and team days.
What You Need to Succeed
To be successful in this role, you will bring a combination of strong technical capability and excellent customer service skills, including:
* Proven experience providing 1st and 2nd line support within an IT Service Desk environment
* Strong working knowledge of Microsoft 365, including business productivity tools
* Experience with Azure, Intune, and a solid understanding of cyber and information security principles
* A customer‑focused mindset with the ability to communicate clearly and professionally
* Strong organisational skills, able to manage multiple tasks and priorities simultaneously
* A proactive, self‑motivated approach with the ability to work both independently and as part of a team
* The ability to remain calm under pressure and work effectively to deadlines
What You Will Get in Return
* The opportunity to work within a growing, ambitious IT function
* Exposure to a modern technology environment with ongoing service improvement initiatives
* Comprehensive training and professional development to support your career progression
* A collaborative, inclusive culture with a strong focus on wellbeing
* A competitive benefits package designed to support both professional and personal needs
This is an excellent opportunity for a Service Desk professional looking to take the next step in their career within a supportive and progressive environment. You will be the main point of contact at the Belfast Office, but have strong support from head office.
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