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
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 - 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 Customer Support Analyst.
The role covers several offices within a region and therefore weekly UK travel and Agile working will be necessary.
Support hours are between 8am and 8pm weekdays and you will be expected to provide cover on a rota basis, including for 2-3 hours over a weekend when you are on call.
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
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!