IT Service Desk Analyst – 1st Line Support

haart Estate Agents; Colchester; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

On-site cafe

Relaxation area

Free hot drinks

Subsidised food

Job summary

Spicerhaart is seeking an IT Service Desk Analyst to deliver first-line IT support across the group as part of a dynamic IT Services team. You will handle calls, troubleshoot IT and telecom issues, and log incidents in SysAid while ensuring prompt resolution and adherence to SLAs.

Based at our Colchester site, you will work with developers and infrastructure specialists in a vibrant office environment, providing desktop support and managing Active Directory accounts as needed.

Qualifications

• 1st line support handling 40+ calls daily and delivering proactive IT support.
• Strong communication and problem solving to resolve incidents quickly.
• Ability to work under pressure in a busy IT environment.
• Experience with logging and classifying incidents in a ticketing system.
• Familiarity with remote support tools and desktop troubleshooting.

Responsibilities

• Provide 1st line IT support for group users and branches.
• Troubleshoot IT and telecommunications issues and document resolutions.
• Log calls in SysAid and classify incidents accurately.
• Escalate to 2nd line and infrastructure as needed.
• Manage Active Directory user accounts and access.

Skills

1st line support

Customer service

Communication

Problem solving

Working under pressure

Tools

SysAid

Active Directory

Job description

Spicerhaart is seeking an IT Service Desk Analyst to deliver first-line IT support across the group as part of a dynamic IT Services team. You will handle calls, troubleshoot IT and telecom issues, and log incidents in SysAid while ensuring prompt resolution and adherence to SLAs.

Based at our Colchester site, you will work with developers and infrastructure specialists in a vibrant office environment, providing desktop support and managing Active Directory accounts as needed.