Service Desk Analyst

IT Customer Support Analyst

Preston, Lancashire – Covering the North West region including Preston, Manchester, Liverpool, Lancaster, Kendal and Nottingham.

Must be a car driver as you will be expected to travel between sites on occasion – travel compensated at £0.45p per mile

NO Sponsorship Available

Who is MHA?

We are a firm of Chartered Accountants with over 1800 employees across the UK, and an international presence. We are growing our presence in the UK and have 26 sites in total.

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

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 at all times

Work with the Head of Service and IT Service Lead 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 an accurate representation of the environment

Actively contribute to knowledge and communications by producing new articles on a weekly basis

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 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!