IT Helpdesk Analyst

Holman, Inc.; Birmingham; On-site; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Life and Disability Insurance

Flexible Spending and Health Savings

Employee Assistance Program

Retirement Plan

Paid Time Off

Tuition Reimbursement

Job summary

Holman UK is seeking an IT Helpdesk Analyst to join the IT Services team in Birmingham on a permanent, on-site basis. You will provide first-line support across devices and software, manage tickets within SLAs, and assist with new starter onboarding in the Birmingham office.

The role requires a strong customer focus, solid MS Office and service desk experience, and a proactive, detail‑oriented approach to documenting issues, resolving incidents, and contributing to security and compliance

Qualifications

• Bachelor's degree or NVQ Level 3 in Computer Science, IT, or related field (or equivalent).
• MCP certifications beneficial.
• Familiar with ServiceNow.
• Strong MS Office proficiency.
• Knowledge of information security concepts.
• Experience in corporate PC helpdesk and desktop technologies.

Responsibilities

• Provide comprehensive IT support to multiple locations and hardware/software issues.
• Manage Help Desk tickets and email queues within SLAs.
• Onboard new starters in Birmingham and configure hardware.
• Deploy new application software and upgrades per procedures.
• Document activities and maintain knowledge base.
• Maintain stockroom and perform manual handling.
• Collaborate with vendors and teams to resolve complex issues.
• Monitor application availability and performance.
• Assist IT security policy enforcement and GDPR compliance.
• Participate in IT projects and ad-hoc duties.

Skills

Helpdesk support

Customer service

Analytical thinking

Communication skills

Time management

Teamwork

Education

Bachelor's degree or NVQ Level 3 in Computer Science or related

Tools

ServiceNow

Intune

NinjaOne

Microsoft Office

Job description

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type):

• Health Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement

We are looking for an enthusiastic IT Helpdesk Analyst to join our IT Services team at Holman UK. Based from our Birmingham office, this permanent role forms part of a team providing on-site IT support five days a week. The position requires office attendance three days per week, with flexibility around the days worked.

In return, we offer a competitive salary of £32,000 to £34,000 per annum, dependent on experience.

Key Responsibilities will include:

• Provide comprehensive IT support to multiple locations, including diagnosing and resolving technical issues related to hardware (PCs, laptops, virtual machines, mobile devices) and company supported software.
• Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution of IT support requests within established Service Level Agreements (SLAs), escalation parameters, and a positive customer experience.
• Supporting new starter IT onboarding for the Birmingham offices, preparing, and delivering properly configured hardware to meet individual job needs, and conducting inductions.
• Deploying new application software and perform upgrades following standardized procedures, collaborating with stakeholders to minimize disruption and ensure compatibility with existing systems.
• Document all technical activities, including troubleshooting steps, resolutions, and system configurations, to maintain accurate records and facilitate knowledge sharing within the IT team.
• Ownership and physical maintenance of the stockroom, including goods in delivery receipt. This includes manual handling requirements.
• Collaboration with vendors, Application Support, developers, and infrastructure teams to troubleshoot complex IT issues, elevate major incidents as necessary, and coordinate resolution efforts to minimize business impact.
• Maintain and update system documentation, operational procedures, and knowledge base entries to ensure accuracy and relevance for ongoing IT support operations.
• Monitor and manage application availability, capacity, and performance metrics, proactively identifying and addressing potential issues to maintain optimal system performance.
• Assist in the implementation and enforcement of IT security policies and procedures, ensuring compliance with data privacy regulations and safeguarding company IT assets.
• Participate in IT project initiatives, contributing to project planning, execution, and post-implementation reviews to achieve project objectives and deliverables effectively.
• Perform all other duties and special projects as assigned.

We are looking for candidates who have:

Education & Technical Training:

• Bachelor's degree or NVQ Level 3 in Computer Science, IT, or related field (or equivalent experience).
• Proficient with desktop applications; MCP certifications beneficial.
• Familiar with service desk platforms (ServiceNow preferred).
• Strong proficiency in MS Office (Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint).
• Solid understanding of information security concepts, protocols, and best practices.

Relevant Work Experience:

• Demonstrable experience supporting a corporate PC helpdesk, with additional desktop technologies experience considered beneficial.
• Skilled in diagnosing and resolving hardware and software issues across PCs, laptops, mobile devices, and enterprise applications.
• Experience with patching and software deployment; familiarity with Intune and NinjaOne is a plus.
• Experience in information security with a solid working knowledge of GDPR, including policy development, audit activities, and compliance processes.
• Strong analytical capability: data collection, trend identification, anomaly detection, and process improvement.
• Experience improving analytics tools, methods, and workflows.

Core Skills & Competencies:

• Strong interpersonal, customer service, and communication skills (written and verbal).
• Excellent research, presentation, numerical, critical thinking, and problem-solving abilities.
• Highly organised, proactive, and able to prioritise multiple tasks independently.
• Able to identify patterns in large datasets and use numerical insights to support business decisions.
• High attention to detail, accuracy, and quality.
• Adaptable to changing assignments, processes, and environments.
• Professional, composed, and emotionally intelligent.
• Self-aware, open to feedback, and committed to continuous improvement.
• Capable of solving a range of straightforward problems using standard procedures.
• Applies expertise to improve efficiency within their area of responsibility.
• Understands key business drivers and uses this knowledge in daily work.
• Works with moderate oversight; decisions guided by policies and procedures.

Teamwork & Customer Focus

• Summarises and communicates information clearly and effectively.
• Responds to non-standard requests by investigating and gathering relevant information.
• Provides timely, effective support to internal and external customers.
• Takes personal responsibility for customer satisfaction and follow-through.
• Works independently or collaboratively to achieve team goals.
• Removes barriers to teamwork and supports colleagues.
• Demonstrates consistency, trustworthiness, and respect for others' perspectives.

Personal Attributes

• Flexible, proactive, and committed to delivering high-quality work.
• Strong team‑player mindset with the ability to manage conflicting priorities in a fast‑paced environment.
• Comfortable with manual handling and physical installation tasks as part of daily responsibilities.

What's in it for you?

Work-Life Balance & Wellness

• 26 days off a year + Bank Holidays to relax and recharge.
• Health Cash Plan to help cover every day medical expenses.
• Free onsite bi-weekly yoga
• Free onsite massage with a qualified therapist

Financial Security

• Group Personal Pension Plan to help you plan for the future.
• Bonus Scheme because we believe in sharing success.

Growth & Recognition

• Career Development Support with training and opportunities for advancement
• Fun seasonal events and social opportunities
• Recognition and rewards through our Partners in Excellence programme

The need-to-know parts:

• You must have the right to remain and work in the UK.
• You must tell us about any previous convictions or cautions including any deemed as 'unspent'. These will not necessarily exclude you from employment, but they must be declared at the point of application.
• Please also be aware we do not provide visa sponsorship for any of our positions advertised.

We want to positively encourage differences within Holman UK and believe it is critical to our success as a company. Holman UK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills.

We therefore encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What's Right.

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.