IT Service Analyst

IT Service Analyst – On-Site.

Preston

£ Negotiable depending on experience.

Must be a car driver and own your own vehicle – you will be able to claim expenses for travel between sites when needed.

Hours of work: Standard hours of work are 37.5 per week and operate between 8am and 6pm on weekdays, with 6pm to 9pm cover on call.  You will be expected to provide cover on a rota basis, including for 2-3 hours over a weekend and certain bank holidays when you are on call.

This is a rare opportunity for you to join our IT Support team based in our Preston office. Come and join this team of four, covering our Preston, Lancaster, Kendal, Liverpool, Manchester and Nottingham offices.

Purpose of the Role

The co-ordination 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 Service 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.

Service Desk - In your role you will monitor the queues for your region and ensure that expectations are met or managed. You may 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.

Working with the IT Service Manager to contribute to the service improvement plan and take ownership specific initiatives as agreed.  Work with the IT Service Manager 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 and be known for delivering outstanding service. Where complaints do arise, ensure that the IT Service Manager or Head of IT Service is informed promptly.

The primary focus is to resolve issues and complete service requests effectively, minimising any downtime to customers and continuously looking to improve services, saving time and removing frustration. You will use your own knowledge and analyses of tickets and current trends to identify and drive opportunities for improvement as agreed with the IT Service Manager.

A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. You will assist with this by providing materials in the form of user guides, knowledge articles, videos and as otherwise agreed with the IT Service Manager.

Applications and selected systems will be passed to your queue 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.

Qualification and Essential Skills

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.
• Experience supporting business applications.

Qualifications:

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

Main Responsibilities

Ensure that all the Service to your offices and customers is 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 engaged 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.
• Ensure that the Service Documentation and Processes that support the services are up to date and have 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 Head of Service of Lead Analysts.
• 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, personal 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.
• To participate in the on-call rota, providing service outside of normal working hours as defined.
• To participate in the Service team shift rota to ensure support hours are covered effectively.
• To be flexible in working from other national and international offices when required.
• Reporting and administrative duties.
• Contribute to a customer engagement report and service improvement plans as agreed.
• Financial responsibilities and authority limits.

What we can offer you

• Genuine work life balance.
• Accredited Investor in People.
• New and improved programme for Succession planning and supportive management structure to help you realise your potential.
• 33 days holiday including bank holidays, plus the opportunity to buy up to 5 days.
• Competitive salary.
• Amazing employee referral scheme, paying up to £4000 for a successful referral.
• Paid CSR time.
• Car lease scheme.
• 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 as such, we track our diversity stats and actively work to improve on these, year on year, looking at new ways to promote our roles to the widest audience. Any data collected is fully anonymised before sharing with any external parties, as per our Data Protection Policy and is not visible to hiring managers, or used in any way during the selection process.

Req ID: 1765