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Information Technology Support Analyst
3 months ago
IT Customer Support Analyst
Preston, Lancashire – Covering the North West region including Preston, Manchester, Liverpool, Lancaster, Kendal and Nottingham.
Must be a car driver as you will be expected to travel between sites on occasion – travel compensated at £0.45p per mile
NO Sponsorship Available
Who is MHA?
We are a firm of Chartered Accountants with over 1800 employees across the UK, and an international presence. We are growing our presence in the UK and have 26 sites in total.
Qualification and Essential Skills
Qualifications:
ITIL Foundation desirable
Technical Certification such as CompTIA or equivalent desirable
Essential skills:
Experience in a customer facing IT role
Skilled in the creation and delivery of customer focused presentations and communications
Experience working within an IT Managed Service environment
A good general knowledge of end user technologies, e.g. PC’s, Audio Visual, Mobile Phones, Telephone systems
Experience working with ITIL service and support processes
Strong analytical and diagnostic skills for problem resolution and root cause analysis
A broad understanding of technology and a good level of awareness of technical concepts
Excellent knowledge of Microsoft products
Any experience supporting business applications would be an advantage
Main Responsibilities
Ensure that all the Service to your offices and customers are delivered in a customer centric manner that is also secure, efficient and cost-effective. The activities associated with this include:
Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important
Provide high quality support to customers by email, phone and in person
Record, update and resolve support tickets and service requests
Identify and find solutions to problems
Configure, distribute, maintain and dispose of IT equipment according to established processes
Support the use of office IT equipment including meeting room technologies
Resolve 1st and 2nd line application issues and manage the 3rd line support where necessary
Delivery engaging training & awareness sessions to groups of customers
Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services
Being the champion of IT in the region, ensuring that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner
Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer
To be considered, professional and objective at all times
Work with the Head of Service and IT Service Lead to build and implement a customer engagement plan that delivers measurable improvements in service and raises the perception of customers
Ensure that the Service Documentation and Processes that support the services are up to date and an accurate representation of the environment
Actively contribute to knowledge and communications by producing new articles on a weekly basis
The offering
Genuine Work Life balance
33 days holiday Inc. bank holidays, plus the opportunity to buy or sell up to 5 days (28 days on a training contract, with the opportunity to buy 5 days)
Competitive salary package
Employee Recognition awards.
Paid CSR time.
Accredited Investor in People.
A new and improved programme for Succession planning and supportive management structure to help you realise your potential.
And more
