IT Customer Support Analyst - On-Site roleLondon – Covering the London and Kent areaMust be a car driver as you will be expected to travel between sites on occasion – travel compensated at £0.45p per mileNO Sponsorship AvailableWho 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 SkillsQualifications:ITIL Foundation desirableTechnical Certification such as CompTIA or equivalent desirableEssential skills:Experience in a customer facing IT roleSkilled in the creation and delivery of customer focused presentations and communicationsExperience working within an IT Managed Service environmentA good general knowledge of end user technologies, e.g. PC’s, Audio Visual, Mobile Phones, Telephone systemsExperience working with ITIL service and support processesStrong analytical and diagnostic skills for problem resolution and root cause analysisA broad understanding of technology and a good level of awareness of technical conceptsExcellent knowledge of Microsoft productsAny experience supporting business applications would be an advantageMain ResponsibilitiesEnsure 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 importantProvide high quality support to customers by email, phone and in personRecord, update and resolve support tickets and service requestsIdentify and find solutions to problemsConfigure, distribute, maintain and dispose of IT equipment according to established processesSupport the use of office IT equipment including meeting room technologiesResolve 1st and 2nd line application issues and manage the 3rd line support where necessaryDelivery engaging training & awareness sessions to groups of customersProviding a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT ServicesBeing 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 mannerBuild strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customerTo be considered, professional and objective at all timesWork 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 customersEnsure that the Service Documentation and Processes that support the services are up to date and an accurate representation of the environmentActively contribute to knowledge and communications by producing new articles on a weekly basisThe offering Genuine Work Life balance33 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 packageEmployee 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!