IT Support Services Analyst

3 weeks ago

Preston, Lancashire, United Kingdom MHA Full time

IT Support Services Analyst

Location: Covering the North West region.

Driving Requirement: A valid driving license is essential as travel between locations may be required, with travel expenses reimbursed at £0.45 per mile.

About MHA:

MHA is a reputable firm of Chartered Accountants, employing over 1800 professionals across the UK, with a growing presence and a total of 26 locations.

Qualifications and Key Skills:

Desired Qualifications:

ITIL Foundation certification is preferred.

Technical certifications such as CompTIA or equivalent are advantageous.

Essential Skills:

Proven experience in a customer-oriented IT position.

Ability to create and deliver presentations and communications focused on customer needs.

Experience in an IT Managed Service environment.

Comprehensive knowledge of end-user technologies, including PCs, audio-visual equipment, mobile devices, and telephone systems.

Familiarity with ITIL service and support processes.

Strong analytical and diagnostic abilities for effective problem-solving and root cause analysis.

A broad understanding of technology and a solid grasp of technical concepts.

Extensive knowledge of Microsoft products.

Experience in supporting business applications is a plus.

Main Responsibilities:

Deliver exceptional service to offices and clients in a secure, efficient, and cost-effective manner. Key activities include:

  • Assisting clients with inquiries and resolving issues to enhance their experience with our systems.
  • Providing high-quality support via email, phone, and in-person interactions.
  • Logging, updating, and resolving support tickets and service requests.
  • Identifying and implementing solutions to various problems.
  • Configuring, distributing, maintaining, and disposing of IT equipment in accordance with established protocols.
  • Supporting the use of office IT equipment, including meeting room technologies.
  • Resolving first and second-line application issues and coordinating third-line support as necessary.
  • Conducting engaging training and awareness sessions for groups of clients.
  • Acting as a point of escalation to ensure efficient management of issues, minimizing impact on users of IT services.
  • Championing IT initiatives in the region, promoting a positive message and addressing any dissatisfaction professionally.
  • Building strong relationships with IT Managed Service providers to ensure collaborative efforts benefit the customer.
  • Maintaining professionalism and objectivity at all times.
  • Collaborating with the Head of Service and IT Service Lead to develop and implement a customer engagement strategy that drives measurable service improvements and enhances customer perception.
  • Ensuring that service documentation and processes are current and accurately reflect the operational environment.
  • Contributing to knowledge sharing by producing new articles on a weekly basis.

Benefits:

We offer a genuine work-life balance, including:

  • 33 days of holiday, including bank holidays, with the option to buy or sell up to 5 additional days.
  • A competitive salary package.
  • Employee recognition awards.
  • Paid time for corporate social responsibility activities.
  • Accredited as an Investor in People.
  • A robust succession planning program and supportive management structure to help you reach your potential.
  • And more.

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