On-Site IT Support Analyst

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.