Onsite IT Helpdesk Analyst — Birmingham

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

Benefits offered by this job

26 days off + Bank Holidays

Health cash plan

Onsite yoga

Onsite massage

Group pension

Bonus scheme

Job summary

Holman UK is seeking an IT Helpdesk Analyst to join the IT Services team in Birmingham. The role is permanent with on-site work five days a week and flexible days for three days in the office.

You will provide end-user IT support, manage ticket queues, onboard new starters, deploy software, and maintain documentation while upholding security and SLA standards. A strong customer-service mindset is essential.

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 and software issues.
• Manage and prioritize Help Desk tickets and email queues within SLAs and escalation parameters.
• Support new starter IT onboarding for Birmingham offices and deliver configured hardware.
• Deploy new application software and upgrades, ensuring compatibility and minimal disruption.
• Document all technical activities to maintain accurate records and enable knowledge sharing.
• Maintain the stockroom and handle goods-in deliveries.
• Collaborate with vendors and IT teams to troubleshoot issues and coordinate resolutions.
• Maintain system documentation and knowledge base entries.
• Monitor application availability, capacity and performance; address issues proactively.
• Assist in implementing IT security policies and ensuring data privacy compliance.
• Participate in IT projects and post-implementation reviews.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Organisational skills

Attention to detail

Teamwork

Adaptability

Education

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

Tools

ServiceNow

Intune

NinjaOne

MS Office

Job description

Holman UK is seeking an IT Helpdesk Analyst to join the IT Services team in Birmingham. The role is permanent with on-site work five days a week and flexible days for three days in the office.

You will provide end-user IT support, manage ticket queues, onboard new starters, deploy software, and maintain documentation while upholding security and SLA standards. A strong customer-service mindset is essential.