IT Helpdesk Analyst

Holman Enterprises; 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 enthusiastic IT Helpdesk Analyst to join the IT Services team in Birmingham. This permanent role involves on-site support five days a week with three days in the office, offering a competitive £32,000–£34,000 salary dependent on experience.

You will diagnose hardware and software issues, manage tickets, onboard new starters, deploy software, and maintain documentation while ensuring security and regulatory compliance.

Qualifications

• 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.
• Demonstrable experience supporting a corporate PC helpdesk, with additional desktop technologies experience considered beneficial.
• 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.

Responsibilities

• Provide comprehensive IT support to multiple locations, diagnosing and resolving hardware and software issues.
• Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution within SLAs.
• Support new starter IT onboarding for Birmingham offices, delivering configured hardware and inductions.
• Deploy new application software and upgrades, ensuring compatibility and minimizing disruption.
• Document all technical activities and configurations for knowledge sharing and records.
• Maintain stockroom and manage physical assets, including manual handling tasks.
• Collaborate with vendors and infrastructure teams to troubleshoot issues and coordinate resolutions.
• Maintain system documentation, procedures, and knowledge base entries for IT operations.
• Monitor application availability, capacity and performance, addressing potential issues proactively.
• Assist in IT security policy enforcement and data privacy compliance.

Skills

Bachelor’s degree

NVQ Level 3

ServiceNow

MS Office

Information security

GDPR knowledge

Analytical skills

Strong communication

Education

Bachelor’s degree or NVQ Level 3 in Computer Science/IT or related field

Tools

ServiceNow

Intune

NinjaOne

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

• 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.

Candidate Requirements

• 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.
• 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.

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.

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. At Holman, we operate according to “The Holman Way” by always doing what’s right for our people, our customers, and the community. Since 1924, Holman has grown from a single Ford dealership in New Jersey into a global automotive leader with more than 10,000 employees across North America, the UK, and Germany. We deliver a unique range of automotive services, including industry-leading fleet management and leasing; commercial vehicle equipment manufacturing; powertrain distribution and logistics; commercial and personal insurance and risk management; venture capital funding; and automotive retail sales. Headquartered in southern New Jersey since 1924, we are looking for talented employees worldwide to join our Great Place to Work® certified corporate culture and help drive another century of success.