IT Analyst

Overview of role

IT Service Analyst

Milton Keynes – 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.

Duties, Responsibilities & Person Specification

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.