IT Service Desk Specialist — 1st Line Support

Spicerhaart Group Ltd.; Colchester; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Free hot drinks

Subsidised food

On-site cafe

Job summary

Spicerhaart Group Ltd. is seeking an IT Service Desk Analyst to join our Group IT Services team in Colchester. You will deliver 1st line support to our branch network users, handling 40+ technical calls daily, troubleshooting IT and telecom issues, and logging all activity in SysAid.

You will classify incidents, escalate to 2nd line as needed, and help maintain our end-user environment across Windows, macOS, iOS and Android platforms. A focus on customer service and GDPR compliance is essential.

Qualifications

• Strong communication and interpersonal skills with customers and colleagues.
• Experience supporting desktop/laptop/mobile devices and basic networking.
• Familiarity with Windows 10/11, macOS, iOS, Android, and Windows Mobile.
• Experience with IT Service Desk ticketing systems (SysAid) and incident management processes.
• Knowledge of Active Directory and group policy concepts.
• Understanding of GDPR and data protection in support environments.

Responsibilities

• Provide 1st line IT support to group network users (40+ calls daily).
• Troubleshoot IT and telecom issues and document in SysAid.
• Classify incidents and requests accurately and escalate when needed.
• Log solutions and maximise the efficiency of the support system.
• Manage and hand off tickets to 2nd line, infrastructure, and external referrals.
• Ensure service levels are met and assist users remotely with desktop issues.
• Manage Active Directory user accounts and access.

Skills

Effective communication

Team player

Customer focus

Delivers results

Education

IT NVQ / CompTIA / MCDST / SDA or equivalent

Tools

SysAid

Active Directory

Webex

Cisco telephony

Job description

Spicerhaart Group Ltd. is seeking an IT Service Desk Analyst to join our Group IT Services team in Colchester. You will deliver 1st line support to our branch network users, handling 40+ technical calls daily, troubleshooting IT and telecom issues, and logging all activity in SysAid.

You will classify incidents, escalate to 2nd line as needed, and help maintain our end-user environment across Windows, macOS, iOS and Android platforms. A focus on customer service and GDPR compliance is essential.