First-Line IT Service Desk Analyst — Fast-Track Tech Support

Foxtons Estate Agents; United Kingdom; Remote; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Induction programme

Mentoring and training

Career opportunities

Diversity and inclusion networks

Volunteer day

Well-being package

Parental policies

Staff café and bar

Job summary

Foxtons Estate Agents is seeking a Service Desk professional to be the first point of contact for IT issues. You will assist staff with hardware and software problems via phone, email and ticketing, and provide desk-side support as needed.

You will support the bespoke CRM and manage user accounts and permissions in AD, delivering professional service and logging all incidents. Join a vibrant team and grow with our company culture.

Qualifications

• 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 PCs, 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

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 elevate more complex issues to relevant IT immersive staff
• Maintain an organised daily structure, working to assigned jobs within an adequate time frame

Skills

Tech interest

Communication skills

Time management

Calm under pressure

Diagnose faults

Customer relationships

Customer service

Tools

Windows 10

Mac OS

Active Directory

Microsoft Applications

Networking basics

Job description

Foxtons Estate Agents is seeking a Service Desk professional to be the first point of contact for IT issues. You will assist staff with hardware and software problems via phone, email and ticketing, and provide desk-side support as needed.

You will support the bespoke CRM and manage user accounts and permissions in AD, delivering professional service and logging all incidents. Join a vibrant team and grow with our company culture.