Service Desk Analyst

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.

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)

Manage portal user creation

Provide user access , including coordination with IT for license provisioning

Deliver user administration services

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

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.