IT Service Analyst

Who we are

Here at MHA, we take the time to create great relationships with our clients to become not just their trusted advisers, but valued partners that face the future together. 

As a Top 15 firm of chartered accountants, tax and business advisers, we work in partnership with clients ranging from entrepreneurs and individuals to multi-national corporations. We work together to navigate an ever-changing business world and proactively identify the opportunities that tomorrow presents. 

Leveraging our national network of offices, we offer a comprehensive range of financial and business strategy services to clients across the UK, enabling them to achieve profitable growth and build sustainable long-term success. 

As a member of Baker Tilly International, we have a global reach that allows us to offer our insight and expertise wherever our clients need us to be. We believe this makes us a national and international partner of choice for entrepreneurs and multi-national enterprises across the world. 

Our agile and responsive approach means we are always on hand to have the right conversations about with clients at the right time, allowing us to identify their goals and business needs both now, and in the future. 

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.

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 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.

General Duties

• Ensure that written work is delivered to a continual 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.
• 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.

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 (outsourced) 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.

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. 

· Up to 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.

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.