Service Desk Analyst

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?

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 truly sets us apart. Here, you won’t just be another face in the firm; 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 immense pride in being awarded gold for Investors in People. This recognition reflects our deep commitment to nurturing talent and ensuring every individual feels valued and supported.

Qualification and Essential Skills

Qualifications:

ITIL Foundation desirable
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

General duties

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
Always ensure you project a professional image
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

Genuine Work Life balance
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.

And more!

Service Desk Analyst

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