1st Line IT Service Desk Analyst

Foxtons Estate Agents; Watford; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading estate agency seeks a Service Desk Technician to be the first point of contact for technical issues. This role involves assisting users with hardware and software problems, providing application support for a bespoke CRM, and delivering outstanding customer service. Candidates should be tech-savvy with excellent communication skills.

Benefits

Competitive salary depending on experience

Comprehensive induction programme

Ongoing mentoring and training

Great career opportunities

Vibrant company culture including paid-for social events

Well-being package including enhanced sick pay

Enhanced parental policies

Subsidised staff café and bar

Qualifications

• Proficient in administering and maintaining Windows 10 and Mac OS environments.
• Experience troubleshooting basic network, software and printing problems.
• Exceptional customer service skills including experience of dealing with diverse customer groups.

Responsibilities

• Provide first line technical support via phone, email, and ticketing system.
• Administer user accounts and permissions across AD and CRM.
• Log all calls and resolutions to the service desk logging system.

Skills

Excellent communication skills

Strong time management skills

Exceptional customer service skills

Ability to remain calm under pressure

Intuitive and methodical diagnosis

Tools

Microsoft Applications

Active Directory

Windows 10

Mac OS

Job description

About The Role

In this role you will join our Service Desk function where you will be the first point of contact for any technical issues the business faces. You will be assisting users with hardware and software problems via phone, email and a ticketing system, as well as ad-hoc desk side support. Furthermore, this role will focus on providing application support to our industry leading bespoke CRM that provides all our staff with tools they need to be successful.

Key Responsibilities:

• Provide first line technical support, answering support queries via phone, email and ticketing system
• Administration of user accounts and permissions across AD and our in-house CRM software
• Deliver a high level of professional customer service on the phone and face-to-face when necessary
• Log all calls and resolutions to the service desk logging system
• Support users in the use of computer equipment and peripherals including telephone and mobile devices by providing necessary training and advice
• Where relevant, arrange for external support when incidents cannot be resolved in-house
• To escalate more complex issues to relevant IT support staff
• Maintain an organised daily structure, working to assigned jobs within an adequate time frame

We Offer:

• Competitive salary depending on experience
• Comprehensive induction programme
• Ongoing mentoring and training, including access to external training programmes
• Great career opportunities
• Exposure to diverse aspects of the business
• Vibrant company culture including paid-for social events
• Diversity and inclusion networks
• One paid work day a year to volunteer for a charity of your choice
• Well-being package including enhanced sick pay, free confidential counselling helpline, Mental Health First Aiders, access to a coaching platform, and subsidised gym membership
• Enhanced parental policies, including generous shared parental leave
• Subsidised staff café and bar

About You

Our requirements are as follows:

• A keen interest in technology and computing
• Excellent communication skills with a professional approach to customer services
• Strong time management skills
• Ability to remain calm under pressure during challenging times
• An intuitive and methodical approach to diagnose hardware and software faults in desktop PC’s, printers and mobile devices
• Ability to develop and maintain strong customer relationships
• Exceptional customer service skills including experience of dealing with diverse customer groups
• Proficient in administering and maintaining Windows 10 and Mac OS environments
• Proven knowledge of Microsoft Applications and Active Directory
• Experience troubleshooting basic network, software and printing problems

About The Company

As London’s number 1 estate agency brand,* our customers choose us because we get it done. And we know it’s our people that make us so successful. In over 40 years serving London and the Home Counties, we have discovered a winning formula for creating driven and ambitious professionals. This includes the best training at every stage, market-leading technology and the opportunity to work alongside some of the industry’s most influential professionals.

Is it important for you to know our Corporate Social Responsibility before you apply? Great, it’s important to us too. Whether we’re providing LGBTQ+ safe spaces, stocking our offices from charitable water suppliers or engaging in fabulous local events, our 50+ offices across London play a key part in our communities. We also offer annual paid time off for employees to volunteer at a charity of their choice. Many choose to support our partner, Single Homeless Project. This is London's largest homelessness charity, making a difference in 10,000 Londoners’ lives across all 32 boroughs.

* TwentyCI data, 2023 v 2022 market share and market share growth of new instructions at a brand level

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