Support Analyst

Duties and Responsibilities

  • Be the first point of contact to provide 1st, 2nd technical support for the Service Desk
  • Provide cover to the business from 08:00 – 18:00 on a shift basis
  • Accurately record all details of calls (via telephone or email) on the Service Desk application and pro-actively manage the call queue on a regular basis
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Take ownership of user problems and be proactive when dealing with user issues
  • Update and maintain the IT asset database whilst ensuring a high degree of accuracy
  • Support the firm’s laptop environment with Windows 10 and Office 365
  • Application support of key business applications
  • Providing remote assistance to support staff and partners working away from the office
  • Provide support for the cloud hosted Teams telephony and collaborative system
  • Configure, deploy and support the firm’s fleet of mobile devices and printers
  • Support new and existing users in the use of the firm’s IT system by providing necessary training and advice including induction training for new staff
  • Configure and deploy desktop PCs, laptops in line with departmental deployment / moves & changes processes
  • Follow and maintain departmental procedures, such as the starter & leaver process
  • Work with the Systems Administrator \ IT Service Delivery Manager on complex problems
  • Assist the IT team with the implementation of new projects


Required Skills

  • 2-3 years’ experience working within a 1st/2nd line Service Desk support role
  • Knowledge of Active Directory Users and Computers
  • Knowledge of Windows 10
  • Knowledge and experience with Office 365
  • Excellent communications skills, both verbal and written


Preferred skills and qualifications

  • Strong networking and troubleshooting experience
  • ITIL Foundation

Katie Holden

Katie enjoys a challenge and a diverse range of clients and taking on challenges such as company restructures. As a member of the management team, she has the experience and qualifications to deliver expertise and training to fellow team members by ensuring that the latest regulatory updates are adhered to.

Prior to joining haysmacintyre in 2017, Katie was a Trainee Company Secretary at a large insurance firm where she undertook tasks to ensure that the Board of Directors were complying with legal and regulatory requirements.

In her spare time Katie enjoys spending quality time with her family especially her daughter, cooking, being outdoors, holidays and shopping.

Christine Dilworth

She enjoys getting involved in transaction work and acting as a mentor to junior members of the team.

Prior to joining haysmacintyre in 2020 Christine worked for a number of other top 30 accountancy firms where she was a key member of the company secretarial team.

In her spare time Christine enjoys adding to her vast cookery book collection, trying out new recipes and visiting Italy.

Gareth Ogden

Gareth invests heavily in a strong client relationship in order to genuinely understand both business and personality, enabling him to develop a tailored and added-value approach to service delivery. He has mostly focused in the hospitality sector, managing a portfolio of pubs, restaurants, hotels and private members’ clubs, helping them meet the unique commercial challenges they face as well as standard compliance requirements. He regularly contributes articles and expert comment on topical issues facing the sector and attends relevant conferences and events. He also oversees the delivery of the firm’s Company Secretarial service.

Gareth joined haysmacintyre in 2006, having originally qualified with a small practice and then spending two years as a manager at one of the Big 4 accountancy firms in their Entrepreneurial Services division. This has given him wide ranging corporate experience with companies and groups of varying size and focus, particularly in the owner-managed/small and medium sized enterprises market.

Beyond haysmacintyre, Gareth has acted as a trustee for a small charity which has given him experience from the other side of the fence from a client’s perspective.

Otherwise, Gareth is a passionate sports fan, countryside walker and seeker of new dining experiences.

Company Secretarial

Our dedicated Company Secretarial department provides a full range of services designed to ensure you remain compliant with statutory obligations.

The team works closely with our specialists in other areas such as audit and tax, thereby ensuring that you receive an integrated service at all times.  Recognising that client instructions are frequently time-sensitive, we undertake to deal with matters in an  efficient but also thorough manner.

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