IT Service Analyst

MHA Macintyre Hudson LLP; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A top accountancy firm in the UK is looking for an IT Service Analyst to provide exceptional customer service and support. The role involves ensuring reliable IT services for clients, supporting multiple offices, and participating in continuous improvement initiatives. A competitive salary and benefits, along with a commitment to work-life balance, are offered. Ideal candidates will possess customer service experience and relevant IT certifications.

Benefits

Genuine work-life balance

33 days holiday plus bank holidays

Employee recognition awards

Paid CSR volunteering time

Qualifications

• Experience in a customer facing IT role.
• Strong analytical and diagnostic skills for problem resolution.
• Broad understanding of technology and good awareness of technical concepts.

Responsibilities

• Support the delivery of an IT service that is reliable and secure.
• Build strong relationships with key customers.
• Collaborate to create a customer engagement plan for continuous improvement.

Skills

Customer service expertise

Problem resolution

Strong analytical skills

Knowledge of end user technologies

Education

ITIL Foundation

Technical Certification such as CompTIA

Tools

Microsoft products

ITSM tools

Job description

Overview

IT Service Analyst  Milton Keynes  Competitive salary, negotiable depending on your experience and expertise + benefits. Support hours: 8am–6pm on weekdays. We operate an on‑call rota between 6pm–9pm on weekdays and from 9am–12pm on weekends and public holidays.

Are you ready to bring your IT and customer service expertise to a role where your skills and unique perspective can make a lasting impact?

What Sets Us Apart

At MHA, we’re about people first — our people, our clients, and the communities we serve. As one of the UK’s top 15 accountancy firms and a proud member of Baker Tilly International (the 9th largest network in the world), we are a hub of global knowledge with a strong local commitment. Our people‑focused approach sets us apart. You’ll be part of an ambitious, driven team dedicated to continuous learning and growth. We invest in our people because they are the foundation of our success. We take pride in being awarded gold for Investors in People, reflecting our commitment to nurturing talent and ensuring every individual feels valued and supported.

Qualifications

• ITIL Foundation desirable
• Technical Certification such as CompTIA or equivalent desirable

Purpose of the Role

The coordination and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven support is delivered to MHA staff and partners (customers). The IT Support Analyst provides outstanding service to our customers, focusing on your aligned region, offices and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver exceptional value.

Key responsibilities include:

• Support the delivery of an IT service that is reliable, resilient, scalable and secure with a customer‑centred approach.
• Proactively contribute to the service improvement plan and own your region; monitor service delivery with our IT Managed Service Providers for a seamless approach and a focus on delighting customers.
• Build strong relationships with key customers in your region and act as the first point of escalation for service queries; inform Service Managers promptly of complaints.
• Collaborate with Service Managers to create a customer engagement plan for your region to continuously improve services, save time and reduce frustration.
• Utilise ticket data and trends to identify opportunities for improvement; deliver workshops, knowledge materials and communications tailored to your region, offices and customers.
• Monitor Service Desk queues in your region; log calls into ITSM, allocate to colleagues where a first‑time fix is not possible, and escalate as needed.
• Handle 2nd‑level investigations and resolutions in collaboration with vendors and other IT teams; ownership for resolution remains with the IT Support Analyst.
• Support multiple offices within a region; weekly travel and Agile working will be necessary.

Main Responsibilities

• Deliver services to offices and customers in a customer‑centric, secure, efficient and cost‑effective manner.
• Help customers with questions and enable them to maximise the value from our systems by resolving issues so they can focus on what is important.
• Provide high‑quality support via email, phone and in person; record, update and resolve tickets and service requests.
• Identify and solve problems; configure, distribute, maintain and dispose of IT equipment per established processes.
• Support office IT equipment including meeting room technologies; resolve 1st and 2nd line application issues and manage 3rd line support where necessary.
• Deliver engaging training and awareness sessions; act as an escalation point to ensure issues are managed proactively with minimal staff impact.
• Be the IT ambassador in the region, maintaining a professional, positive message and addressing dissatisfaction appropriately.
• Maintain strong relationships with IT Managed Service Providers to ensure cohesive teamwork in the customer’s interest.
• Contribute to knowledge and communications by producing new articles regularly; ensure documentation up to date and representative of the environment.

General duties

• Maintain high standards of written work and adhere to company policies for document release; ensure data security and appropriate handling of information.
• Be an active part of the IT team, providing insights and taking ownership; accept additional responsibilities as requested by the Service Managers.
• Present a professional image and comply with all company procedures, Equal Opportunities and Health & Safety policies; maintain a valid driving licence for travel to offices.
• Be location‑flexible, working from different offices in your region on a weekly basis.

Reporting and Administration

• Update the customer engagement plan in a timely manner with the Service Managers; ensure Major Incident or Security Reports are completed on time and shared with stakeholders; contribute to quarterly customer engagement reports.
• Procurement of agreed customer equipment with approval from the line manager and budget holder.

The Offering

• Genuine work‑life balance
• 33 days holiday plus bank holidays, with option to buy/sell up to 5 days
• Competitive salary package
• Employee recognition awards
• Paid CSR volunteering time
• Accredited Investors in People
• New succession planning and supportive management structure
• And more

Our application form takes just a few minutes to complete and includes some diversity questions. MHA is a committed member of Access Accountancy and tracks diversity stats; all data are anonymised before sharing with external parties, in accordance with our Data Protection Policy and are not visible to hiring managers or used in the selection process.

Inclusion of experience:

• Experience in a customer facing IT role
• Skilled in creating and delivering customer focused presentations and communications
• Experience working within an IT Managed Service environment
• A good knowledge of end user technologies (PCs, Audio Visual, Mobile Phones, Telephone systems)
• Experience with ITIL service and support processes
• Strong analytical and diagnostic skills for problem resolution and root cause analysis
• Broad understanding of technology and good awareness of technical concepts
• Excellent knowledge of Microsoft products
• Experience supporting business applications is advantageous