IT Analyst - London

Overview of role

IT Service Analyst

Location: London or Milton Keynes

Are you ready to bring your IT expertise to a role where your skills and unique perspective can make a lasting impact?

What Sets Us Apart

At MHA, we’re about people first – our people, our clients, and the communities we serve. As one of the UK’s top 11 accountancy firms and a proud member of Baker Tilly International, the 9th largest network in the world, we are a hub of global knowledge with a strong local commitment.

Our people-focused approach truly sets us apart. Here, you won’t just be another face in the firm; you’ll be part of an ambitious, driven team dedicated to continuous learning and growth. We invest in our people because they are the foundation of our success. With access to unparalleled resources and award-winning development programmes, you’ll have the freedom to shape your career while making a meaningful impact. We take immense pride in being awarded gold for Investors in People. This recognition reflects our deep commitment to nurturing talent and ensuring every individual feels valued and supported.

Here, You’ll Shape More Than Careers

We’re looking for a talented IT Service Analyst who thrives in a people-focused environment and sees challenges as opportunities for growth. At MHA, you’ll work alongside passionate professionals who care about making a difference Your role in IT will be far more than policies and procedures; it’s about creating an inspiring workplace culture, fostering individual growth, and implementing strategic initiatives that drive meaningful, lasting impact across our team.

Rewards That Resonate

You’re more than a number to us; you’re an individual with unique talents and aspirations. Our benefits are designed to support your well-being, foster your professional growth, and recognise your contributions.

• Agile Working: Enjoy the flexibility of core hours from 10 AM to 2 PM and two home working days, allowing you to balance your work and personal commitments seamlessly.
• 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: Outstanding Performance Award Bonus and other recognition initiatives.
• New and improved programme for succession planning and supportive management structure to help you realise your potential
• Employee Assistance Programme: Access a free confidential 24-hour support service, including unlimited counselling sessions and virtual doctors available for you and your family.
• And lot’s more!

Duties, Responsibilities & Person Specification

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 always
• Work with the Service Managers 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 provide an accurate representation of the environment
• Actively contribute to knowledge and communications by producing new articles on a weekly basis

What We’re Looking For

• 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