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IT Support Analyst - On-Site. Peterborough OR Birmingham. £ 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 required. A rare opportunity to join our IT Support team based in either our Peterborough or Birmingham offices covering Peterborough, Leicester, and Birmingham. 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 Customer 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 experience at the forefront. Proactively contribute to the service improvement plan and take ownership for your region. Work with the Head of Service and IT Service Lead 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 Lead Analyst or Head of Service is informed promptly. Work with the Lead Analyst 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 analyses 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 and technical support is provided by an IT Managed service provider. In your role you will monitor the queues for 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. 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 Customer Support Analyst. The role covers several offices within a region and therefore weekly UK travel and Agile working will be necessary.
Role: Service Desk Analyst Location: South Birmingham Salary: £33,00 Join our dynamic Service/Helpdesk team and play a pivotal role in delivering outstanding customer service. As a Service Desk Analyst/Engineer, you'll serve as the primary point of contact for employees, customers, and partners, addressing a diverse range of technical issues from individual user concerns to widespread system outages. Your responsibilities will include: Providing 1st Line Support by promptly logging incidents into the service desk system. Managing 2nd Line Support tickets, leveraging your expertise to resolve issues escalated from the front-line support team. Ensuring smooth escalation processes, maintaining top-notch feedback and service quality. Collaborating closely with 1st Line Analysts, Service Desk Team Leader, and Development team to uphold service excellence. Deploying and maintaining software and hardware, including patches and hotfixes. Troubleshooting and managing MFD printers/scanners. Updating documentation areas such as Asset Register and Wiki knowledge base. Managing active directory/exchange user accounts and file security permissions. Assisting with backup management and data retrieval, both onsite and in the cloud. Overseeing phone and networking systems. Providing administrative support for back office and bespoke systems. Maintaining a high standard of customer service and adherence to Service Level Agreements. Contributing to occasional implementation projects for new software and hardware technologies. Offering out-of-hours cover and performing remote maintenance on a rotational basis. As an Intermediate level Service Desk Analyst/Engineer, you'll be based in our Birmingham office and report to the Service Desk Team Leader. While there's no direct line management responsibility, you'll regularly collaborate with Technical Solutions Managers, Developers, Data Managers, and Infrastructure teams. To excel in this role, you should possess: Strong familiarity with ITIL practices and Service Level Agreements. Proficiency in IT Service Management and front-line technical IT support. Expertise in prioritizing and managing daily workload autonomously. Competence with Windows environments, Microsoft Office suites, and Active Directory administration. Knowledge of TCP/IP Networking, DHCP, DNS, VPNs, and firewalls. Experience with VMware virtualization and Microsoft Azure cloud infrastructure. Familiarity with HP MSA SAN, server, and networking hardware. Ability to create and maintain technical documentation. Proficiency in setting up and supporting mobile devices and managing printers/scanners. Desirable skills include understanding of Supply Chain & Freight, willingness to learn, and familiarity with MS SQL, PowerShell, and relevant applications. Candidates with A-Level qualifications or higher in Computer Science, Information Technology, or related fields, along with relevant certifications like ITIL Foundation or MCSA, are preferred. However, we value experience equally alongside qualifications. To thrive in this role, you should have a proactive attitude, excellent communication skills, attention to detail, and a collaborative spirit. If you're eager to learn, adaptable, and passionate about delivering top-notch IT support, we'd love to hear from you. Please apply with an up-to-date CV to be considered. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.