IT Helpdesk Analyst II

Holman; Birmingham; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

26 days holiday

Group Pension Plan

Health Cash Plan

Annual bonus

Free breakdown cover

Career development

Job summary

Holman in the UK is seeking an IT Helpdesk Analyst II to join our growing team at the Birmingham office, providing first- and second-line support across desktops, laptops, mobile devices, and internal apps.

The role combines onsite and remote support, with a salary around £30,000 and a permanent, full-time contract. You’ll work in a fast-paced environment, contributing to SLA-driven service delivery and IT security initiatives.

Qualifications

• Diploma or higher in Computer Science, Information Technology, or equivalent work experience.
• Proven experience providing IT support in a corporate or enterprise environment.
• Proficient with MS Office (Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint).
• Familiar with IT ticketing systems; ServiceNow experience advantageous.

Responsibilities

• Deliver first- and second-line support for end-user hardware and software issues.
• Support customers using our information systems and apps via phone and email.
• Prioritise and manage Help Desk tickets and queues within SLA targets.
• Deploy software and perform system upgrades in collaboration with stakeholders.

Skills

IT support

Problem solving

Communication

Time management

Independence

Fast-paced environment

Education

Diploma in Computer Science / IT

Tools

MS Office

ServiceNow

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

IT Helpdesk Analyst II

Location: Birmingham HQ (near Birmingham Airport)
Salary: c£30,000 (depending on experience)
Type: Permanent, Full Time

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 driven by the desire to get it right every time and the recognition that there’s always room to be better. This commitment is why we actively listen, learn from each other, and strive continuously for greater diversity, equity, and inclusion—because we are stronger together. It is The Holman Way!

We are currently looking for an IT Helpdesk Analyst II to join our growing UK team. This is an exciting opportunity to play a key role in our IT operations, providing both onsite and remote support across the business. The role will be based at our Birmingham office so please bear that in mind when applying.

Key Responsibilities:

• Deliver first- and second-line support for end-user hardware and software issues, including desktops, laptops, mobile devices, and internal applications.
• Support customers using our information systems, such as the Driver App, via phone and email.
• Prioritise and manage Help Desk tickets and email queues, ensuring timely resolution within SLA targets.
• Deploy software and perform system upgrades in collaboration with stakeholders, minimising disruption.
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions.
• Liaise with stakeholders to resolve issues and reduce operational impact.
• Assist in the implementation and monitoring of IT security policies and VPN access methods.
• Participate in IT projects, contributing to planning and execution.
• Remain current with industry trends, tools, and best practices.
• Perform other duties or special projects as assigned.

Skills & Qualifications:

• Diploma or higher in Computer Science, Information Technology, or equivalent work experience.
• Proven experience providing IT support in a corporate or enterprise environment.
• Proficient with MS Office (Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint).
• Familiar with IT ticketing systems, experience of ServiceNow would be advantageous.
• Excellent troubleshooting, problem-solving, and critical thinking abilities.
• Strong interpersonal and communication skills, maintaining high levels of professionalism.
• Ability to work independently and manage time effectively.
• Flexible, proactive, and comfortable working in a fast-paced environment with shifting priorities.

What We Offer:

• 26 days’ holiday + 8 bank holidays.
• Group Personal Pension Plan to support your long-term goals.
• Free parking and a Health Cash Plan to support your everyday wellbeing.
• Annual bonus scheme – we believe in sharing success.
• Free breakdown cover (service-related benefit).
• Career development opportunities and long-service recognition.

Additional Information:

• You must have the legal right to work in the UK.
• We do not offer visa sponsorship for this position.
• All convictions or cautions, including those deemed ‘spent’, must be declared at the point of application.
• Internal applicants should inform their current line manager before applying.

We are proud to be an equal opportunity employer and are committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and encourage individuals of all ages, genders, ethnicities, abilities, and orientations to apply.

Holman is a global automotive leader that serves both commercial and consumer clientsThe Holman Wayby 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 continuouslyDriving 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.