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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Analyst - **Company:** Holman, Inc. - **Location:** Birmingham, UK - **Salary:** £32,000.0 - £34,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Software Applications, Big Data, Microsoft Outlook, Software Documentation, Cyber Security, System Configuration, Microsoft Office, Microsoft Visio, Microsoft PowerPoint, Microsoft SharePoint, Software Deployment, Software Engineering, Virtual Machines, Enterprise Software Applications, Microsoft InTune, Information Technology, Laptops, Tools for Reporting, Servicenow - **Published:** September 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f670de217c3f3573 ## About the Role * Bachelor's degree or NVQ Level 3 in Computer Science, IT, or related field (or equivalent experience). * Proficient with desktop applications; MCP certifications beneficial. * Familiar with service desk platforms (ServiceNow preferred). * Strong proficiency in MS Office (Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint). * Solid understanding of information security concepts, protocols, and best practices. Relevant Work Experience: * Demonstrable experience supporting a corporate PC helpdesk, with additional desktop technologies experience considered beneficial. * Skilled in diagnosing and resolving hardware and software issues across PCs, laptops, mobile devices, and enterprise applications. * Experience with patching and software deployment; familiarity with Intune and NinjaOne is a plus. * Experience in information security with a solid working knowledge of GDPR, including policy development, audit activities, and compliance processes. * Strong analytical capability: data collection, trend identification, anomaly detection, and process improvement. * Experience improving analytics tools, methods, and workflows. Core Skills & Competencies: * Strong interpersonal, customer service, and communication skills (written and verbal). * Excellent research, presentation, numerical, critical thinking, and problem-solving abilities. * Highly organised, proactive, and able to prioritise multiple tasks independently. * Able to identify patterns in large datasets and use numerical insights to support business decisions. * High attention to detail, accuracy, and quality. * Adaptable to changing assignments, processes, and environments. * Professional, composed, and emotionally intelligent. * Self-aware, open to feedback, and committed to continuous improvement. * Capable of solving a range of straightforward problems using standard procedures. * Applies expertise to improve efficiency within their area of responsibility. * Understands key business drivers and uses this knowledge in daily work. * Works with moderate oversight; decisions guided by policies and procedures., * Flexible, proactive, and committed to delivering high-quality work. * Strong team-player mindset with the ability to manage conflicting priorities in a fast-paced environment. * Comfortable with manual handling and physical installation tasks as part of daily responsibilities. ## Description * Provide comprehensive IT support to multiple locations, including diagnosing and resolving technical issues related to hardware (PCs, laptops, virtual machines, mobile devices) and company supported software. * Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution of IT support requests within established Service Level Agreements (SLAs), escalation parameters, and a positive customer experience. * Supporting new starter IT onboarding for the Birmingham offices, preparing, and delivering properly configured hardware to meet individual job needs, and conducting inductions. * Deploying new application software and perform upgrades following standardized procedures, collaborating with stakeholders to minimize disruption and ensure compatibility with existing systems. * Document all technical activities, including troubleshooting steps, resolutions, and system configurations, to maintain accurate records and facilitate knowledge sharing within the IT team. * Ownership and physical maintenance of the stockroom, including goods in delivery receipt. This includes manual handling requirements. * Collaboration with vendors, Application Support, developers, and infrastructure teams to troubleshoot complex IT issues, escalate major incidents as necessary, and coordinate resolution efforts to minimize business impact. * Maintain and update system documentation, operational procedures, and knowledge base entries to ensure accuracy and relevance for ongoing IT support operations. * Monitor and manage application availability, capacity, and performance metrics, proactively identifying and addressing potential issues to maintain optimal system performance. * Assist in the implementation and enforcement of IT security policies and procedures, ensuring compliance with data privacy regulations and safeguarding company IT assets. * Participate in IT project initiatives, contributing to project planning, execution, and post-implementation reviews to achieve project objectives and deliverables effectively. * Perform all other duties and special projects as assigned., * Responds to non-standard requests by investigating and gathering relevant information. * Provides timely, effective support to internal and external customers. * Takes personal responsibility for customer satisfaction and follow-through. * Works independently or collaboratively to achieve team goals. * Removes barriers to teamwork and supports colleagues. * Demonstrates consistency, trustworthiness, and respect for others' perspectives. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Alibaba Big Data and Machine Learning Technology](https://www.wearedevelopers.com/videos/37-alibaba-big-data-and-machine-learning-technology) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)