IT Support Analyst

About us:

Mitsubishi Electric is a global innovator in energy, automation and building technologies. From air conditioning and lifts to robotics and power systems that power homes and businesses across the UK. With 150,000 employees worldwide and 850 in the UK, we’re creating “Changes for the Better.” Join us to make a real impact for a smarter, sustainable future.

Want to know more about the company? Take a look here: MITSUBISHI ELECTRIC UNITED KINGDOM

Role summary:

To deliver an excellent customer-focused IT support service by resolving incidents, fulfilling requests, and enabling colleagues to use technology effectively across the organisation.

Skills/Responsibilities:

• Provide first and second-line support for IT incidents and service requests.
• Deliver support via telephone, self-service portal, walk-up and remote support tools.
• Take ownership of tickets from initial logging through to resolution.
• Provide clear and timely updates to customers throughout the ticket lifecycle.
• Diagnose and resolve hardware, software, mobile, account and access-related issues.
• Escalate issues appropriately while retaining ownership and communication responsibilities.
• Prioritise workload in line with business impact and organisational priorities.
• Identify and proactively highlight recurring issues and service improvement opportunities.
• Configure, deploy and support laptops, mobile devices, peripherals and standard software.
• Maintain user accounts, permissions and group memberships.
• Support Microsoft 365 services and business applications.
• Assist with onboarding, relocations and leaver activities.
• Contribute to knowledge articles and documentation.
• Identify opportunities to reduce ticket volumes and improve customer experience.
• Participate in service reviews, team meetings and improvement initiatives.
• Follow ITIL aligned processes and organisational policies.
• Maintain accurate asset and ticket records.
• Support software licence and hardware asset management activities.

Experience:

• Windows 11 support and troubleshooting, including laptop imaging and configuration
• Microsoft 365 administration and support
• Active Directory user administration
• Customer service experience
• ITSM tool experience
• Time management and prioritization skills
• Strong verbal and written communication
• Analytical troubleshooting skills

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity

As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.