Inside Fixify’s help desk: Meet the human analysts behind every ticket

If you’ve ever considered outsourcing your IT help desk, you’ve probably wondered “who’s actually handling the tickets?”

It’s a question we get a lot when we talk with IT leaders.

Fair questions — and valid concerns. There are plenty of cautionary tales floating out there that can make outsourcing IT feel synonymous with sacrificing quality, control, or both. 

And honestly? It shouldn’t have to be that way. If users get hit with the same clarifying questions on repeat, tickets are bounced around like a hot potato instead of being resolved, and all you ever see is a vague status message that says “in progress” … that’s not support, it’s a headache. 

At Fixify, we get it. In fact, those concerns and frustrations are why we started the company. We knew the only way to deliver faster, better outcomes and ensure users felt genuinely cared for — not just “handled” — was to pair AI-powered tech with a team of talented human analysts.

We talk a whole lot about our tech. With this post, we’re pulling back the curtain on the other half of the equation: how we hire, train, and invest in the people behind every ticket.

Why analysts choose Fixify

Before we dive into how we hire, let’s talk about why best IT analysts choose Fixify over an in-house role. Here’s what we hear most often:

• A front-row seat to IT’s AI revolution: AI is reshaping every corner of IT — and the help desk is no exception. Fixify is leading that change. When analysts join us, they know they’re stepping straight into the cockpit of an industry transformation. They don’t just see the future of IT — they help build it.
• Experience with multiple companies: In-house IT analysts get deep with one company’s systems. At Fixify, analysts work across dozens. It’s a chance to broaden their expertise, see a variety of tech stacks, and solve a wider range of real-world problems — all while sharpening their craft.
• Revenue drivers, not cost centers: At a lot of companies, IT is seen as an overhead expense. At Fixify, IT is the business. Our analysts are at the heart of what we deliver to customers — which means we don’t just want to “retain”; we invest. When analysts grow, our business grows. Everyone wins.
• Training that matters: We don’t believe in one-and-done onboarding. We actively invest in ongoing certifications, hands-on training, and upskilling opportunities — because the better our analysts are, the better we serve our customers. Growth isn’t a perk here. It’s the plan.

How we hire our IT analysts

Our analyst team is based in Cork, Ireland (birthplace to Boolean Algebra and one of Europe's largest tech hubs). They’re a high-energy crew who bring the perfect mash-up of skills, spirit and heart to every ticket. Of course, they’re skilled problem-solvers. That’s that bare minimum. What sets them apart, though, is the pride they take in their work and how they go out of their way to make users feel seen, heard, and supported.

That doesn’t happen by accident. We’ve built a hiring process that’s as thorough as it is intentional. Our interview process spans 4–5 hours across multiple conversations. We’re not just checking boxes. We’re getting to know the person behind the resume. The right skills are table stakes. On top of that, we’re also looking for specific soft skills, traits, and people that are “culture adds” to Fixify so that we’re always making our team better.

The fundamentals: IT help desk experience

Let’s start with the fundamentals. We look for analysts with 3 to 5 years of hands-on support experience — folks who’ve worked in environments with a high bar where customer service isn’t just going through the motions. Our team includes alumni from Apple (home of the gold standard in user support — its Genius Bar), and PFH Technology Group, Ireland’s largest and most established MSP. The mix of in-house tech expertise and outsourced service experience means our analysts show up ready to tackle real-world IT issues from day one.

The soft skills that matter the most: curiosity, passion and empathy

Experience counts, but it’s not the whole story. The next step in our hiring process zeroes in on soft skills: the hard-to-teach qualities and behaviors that shape how someone thinks, communicates, and how they show up for others. In our view, these traits are what separate good analysts from great ones.

Here are the top four traits we’re looking for:

• Curiosity: People who naturally ask why? and how? and who want to understand systems so they can make them better.
• Passion for learning:  Analysts who actively seek out knowledge, whether it’s chatting with a teammate or diving into a new certification.
• Empathy: Analysts who get what users are going through – and teammates who notice when someone’s having a tough day, check in, and offer to grab a coffee. People who lift others up, because that’s what strong teams do.
• Genuine care: Above all, we look for people who truly care. About the customer. About solving the problem. About doing it right the first time.

Here’s how Luke, one of our analysts described it: 

"I love solving problems, especially because no two days are ever the same. Staying current with evolving technologies and supporting both my team and the end users we serve is incredibly rewarding."

- Luke Watton, IT Specialist at Fixify 

Everyone’s had a support experience that left them feeling stuck or unseen. We hire people who are here to change that.

How we train and certify our IT analysts

It’s awesome when a new analyst joins Fixify and has oodles of experience using platforms like Okta, Microsoft, or Google. But if they’ve got the right mindset — curious, coachable, and caring — we can teach them the rest. And we do.

When analysts join Fixify, we don’t just drop them into a ticket queue and hope for the best. They go through hands-on training, working side-by-side with Fixify’s AI-assisted help desk which shows them exactly how to work the way you work — using the same tools, processes, and expectations our customers rely on every day.

Training is part of our rhythm at Fixify — it’s how we stay sharp and keep raising the standard for support.. For analysts that are new to Fixify, that training starts with industry-relevant certifications that we’ve mapped directly to our customers’ needs and tools:

• JAMF Pro 100: For managing Apple devices with Jamf, widely used across our customer base.
• Azure Fundamentals: Microsoft’s foundational cloud certification focused on identity, governance, and security.
• Okta Basics: Training in identity management, including secure login and single sign-on.
• Google Workspace Associate Administrator: Covers managing users, devices, and policies in Google Workspace environments.

Once that foundation is in place, we level up. We move into “Level 2” focus areas based on what our customers need most — things like Intune for device management or deeper Azure expertise around identity and access management (IAM). 

And it doesn’t stop there. Many of our analysts go even further on their own, earning credentials like JAMF 200, ISO 27001, and even certifications in data science ethics. That kind of initiative shows not just technical depth, but real awareness of the responsibility that comes with handling customer systems and data.

One team, pulling in the same direction 

What makes our help desk work isn’t just great tech or great training — it’s the way our team works together.

Whether they’re sitting side-by-side or handing off across shifts, our analysts are always communicating. They fill each other in, think ahead, and make sure the next person has the full picture before picking up the thread. That kind of proactive turnover isn’t just about process — it’s a sign of genuine thoughtfulness, for teammates and users alike.

Our shift structure is intentional, too. Our analysts work with different teammates, different styles, and different challenges — helping them grow individually while making the whole team even stronger.  

And because we’re all moving toward the same goal, collaboration doesn’t stop at support tickets. Analysts share ideas with the dev team, flag opportunities for product improvements, and help shape how we evolve as a company.

Here’s how Irena, one of our analysts describes it:

"Working with my fellow analysts feels like being part of a tight-knit team. We truly support one another, celebrate our wins together, and openly share knowledge. It’s inspiring to collaborate with people who care deeply and bring their best every day."

- Irena Bytyci, IT Technical Specialist at Fixify  

Our people, at the heart of it all

We aim to deliver five-star experiences — every time. 

And that’s possible because of how we hire: intentionally, thoroughly, and with a relentless focus on the people behind the keyboard. 

At Fixify, curiosity, empathy, and technical excellence aren’t nice-to-haves. They’re the expectation. That’s also why our customers trust that the team behind every ticket is just as qualified, prepared, and invested as their own.

And we’re proving that every day — one ticket at a time.

Curious how our team and AI combine to deliver five-star support? Schedule a demo.