IT Helpdesk Analyst

holmanautogroup; 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 our IT Services team in Birmingham. This permanent role requires on-site attendance five days a week, with three days in the office, and offers a competitive salary and benefits package.

You will diagnose and resolve hardware and software issues, support onboarding for new starters, deploy applications, and maintain documentation. A degree or equivalent, plus MS Office proficiency, are required.

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.

Responsibilities

• Provide comprehensive IT support to multiple locations, diagnosing and resolving hardware (PCs, laptops, mobile devices) and software issues.
• Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution within SLAs.
• Supporting new starter IT onboarding for the Birmingham offices, delivering properly configured hardware and inductions.
• Deploying new application software and upgrades following standardized procedures, coordinating with stakeholders to minimize disruption.
• Document all technical activities, troubleshooting steps, resolutions, and configurations for knowledge sharing.
• Ownership and maintenance of the stockroom, including goods in delivery receipt.
• Collaboration with vendors, Application Support, developers, and infrastructure teams to troubleshoot complex IT issues.
• Maintain and update system documentation and knowledge base entries.
• Monitor and manage application availability, capacity, and performance metrics.
• Assist in IT security policy enforcement and GDPR compliance.
• Participate in IT project initiatives and post-implementation reviews.

Skills

Problem solving

Customer service

Communication

Teamwork

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 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