Service Desk Analyst

MHA; Preston; Hybrid; GBP 28,000 - 35,000; Full time

Benefits offered by this job

33 days holiday including bank holidays

Employee Recognition awards

Paid CSR Volunteering time

Job summary

MHA in Preston is looking for an IT Support Analyst to coordinate and assure all IT services, delivering high-quality support to staff and partners. This role offers hybrid working and involves travel across various offices.

Ideal candidates will have experience in customer-facing IT roles, excellent Microsoft product knowledge, and strong analytical skills. Responsibilities also include creating customer engagement plans and resolving technical issues to enhance user experience.

The position comes with a competitive salary, generous holiday allowance, and additional benefits.

Qualifications

• Experience in a customer facing IT role.
• Strong analytical and diagnostic skills for problem resolution.
• A good general knowledge of end user technologies.

Responsibilities

• Ensure that all services are delivered in a customer-centric manner.
• Provide high quality support to customers by email, phone, and in person.
• Build strong relationships with our IT managed service providers.

Skills

Experience in a customer facing IT role

Skilled in the creation and delivery of customer focused presentations and communications

Experience working within an IT Managed Service environment

Strong analytical and diagnostic skills for problem resolution

Excellent knowledge of Microsoft products

Education

Technical Certification such as CompTIA or equivalent

Job description

Preston – hybrid working is offered where operationally feasible, after probation

Competitive salary, negotiable depending on your experience and expertise + benefits

Core Support hours are between 8am and 6pm on weekdays. Some additional on call rota support will be required.

Additional support hours mean that you will be required to be part of the On Call Rota - Monday-Friday 6pm-9pm, and weekends 9am - 12 noon, approximately once in every six-eight weeks.

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?

Qualifications

• Technical Certification such as CompTIA or equivalent desirable

Essential skills

• Experience in a customer facing IT role
• Skilled in the creation and delivery of customer focused presentations and communications
• Experience working within an IT Managed Service environment
• A good general knowledge of end user technologies, e.g. PC’s, Audio Visual, Mobile Phones, Telephone systems
• Experience working with ITIL service and support processes
• Strong analytical and diagnostic skills for problem resolution and root cause analysis
• A broad understanding of technology and a good level of awareness of technical concepts
• Excellent knowledge of Microsoft products
• Any experience supporting business applications would be an advantage

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 the MHA staff and partners (customers).

The role of the IT Support Analyst is to provide 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.

Support the delivery of an IT service that is reliable, resilient, scalable and secure and puts the customer’s experience at the forefront.

Proactively contribute to the service improvement plan and take ownership for your region. Work with the Service Managers and the IT Service Team to monitor the service delivered by our IT Managed service providers, ensuring that there is a seamless approach to service and a relentless drive to delight our customers.

Build great relationships with our key customers in your region and be known as the 1st point of escalation for any service queries. Where complaints do arise, ensure that the Service Managers are informed promptly.

Work with the Service Managers to create a customer engagement plan for your region. The primary focus is to continuously improve services, saving time and removing frustration. Using your own knowledge and detailed analysis of tickets and current trends to identify and drive opportunities for improvement.

A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. Through the delivery of workshops, knowledge materials and focused communications. You will be expected to tailor these to the specific needs of your region, offices and customers.

Service Desk - In your role you will monitor the queues in your region and ensure that expectations are being met or managed. You will not personally fix each ticket, but you will be responsible for progress and escalation where necessary. You will take calls and log them into our ITSM and allocate them to the relevant colleague if you are unable to do a first‑time fix.

Applications and selected systems will be passed to your queue for 2nd level investigation and resolution. This will involve working with vendors and other parts of the IT team but in all cases ownership for resolution remains with the IT Service Analyst.

The role covers several offices within a region and therefore weekly UK travel, and Agile working will be necessary.

Main Responsibilities

• Ensure that all the Service to your offices and customers are delivered in a customer centric manner that is also secure, efficient and cost‑effective. The activities associated with this include:
• Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important
• Provide high quality support to customers by email, phone and in person
• Record, update and resolve support tickets and service requests
• Identify and find solutions to problems
• Configure, distribute, maintain and dispose of IT equipment according to established processes
• Support the use of office IT equipment including meeting room technologies
• Resolve 1st and 2nd line application issues and manage the 3rd line support where necessary
• Delivery engaging training & awareness sessions to groups of customers
• Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services
• Being the champion of IT in the region, ensuring that a positive message is given to all and dealing with any dissatisfaction in a professional and positive manner
• Build strong relationships with our IT Managed service providers, ensuring that we work as one team in the interest of the customer
• To be considered, professional and objective always
• Work with the Service Managers to build and implement a customer engagement plan that delivers measurable improvements in service and raises the perception of customers
• Ensure that the Service Documentation and Processes that support the services are up to date and provide an accurate representation of the environment
• Actively contribute to knowledge and communications by producing new articles on a weekly basis
• Ensure that written work is delivered to a continually high standard and that all the appropriate company policies for document release are adhered to
• Ensure that all information is kept secure and not disclosed inappropriately
• Be an active part of the IT team providing insights and taking ownership
• Accept additional responsibilities as specifically requested by the Service Managers
• To comply with all required Company procedures
• To carry out your duties in accordance with the Company’s Equal Opportunities and Health and Safety policies at all times
• To maintain high standards of quality of work, and personal conduct
• To hold a valid driving licence to enable efficient travel to offices
• To be located from different offices in your region on a weekly basis
• Reporting and administrative duties
• Update the customer engagement plan in a timely manner with the Service Managers
• Ensure that Major Incident or Security Reports for your region are completed on time and distributed to the agreed stakeholders
• Contribute to a quarterly customer engagement report for your region
• Financial responsibilities and authority limits
• Procurement of agreed customer equipment with the approval of the line manager and budget holder.

The offering

• 33 days holiday Inc. bank holidays, plus the opportunity to buy or sell up to 5 days (28 days on a training contract, with the opportunity to buy 5 days)
• Competitive salary package
• Employee Recognition awards.
• Paid CSR Volunteering time.
• Accredited Investor in People.
• A new and improved programme for Succession planning and supportive management structure to help you realise your potential.