IT & Telecoms Service Desk Analyst

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

Overview

Are you looking for a challenging role where you can provide exceptional customer service and utilize your technical skills?

Join our dynamic and growing team as an IT Service Desk Analyst! We are seeking individuals who are passionate about providing top-notch support to our branch network users.

Join us at Spicerhaart today!

Spicerhaart beliefs:

When you join Spicerhaart you become a valued part of the Spicerhaart family, which is the largest independent estate agent in the UK. We are passionate about developing our people and actively work towards a nurturing culture of continuous improvement to enable staff to reach their full potential. We operate in a high performance culture that prides itself on delivering excellent customer service inside and out. Our reputation depends on the service we provide to our internal and external customers.

Location: Group IT Services, Colwyn House, Colchester

Accountable to: IT Service Desk Manager

Salary up to £25,500 (depending on experience)

Activities / Main Duties:

• 1st line support answering up to 40+ technical supports calls daily, delivering pro-active support across the group.
• Investigating and troubleshooting both IT technical problems and Telecommunications faults.
• Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests.
• Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function
• Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals.
• Working within given SLA’s maintaining a good quality of service across the group.
• Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group services departments.
• Management of Active Directory user accounts

Working environment

Working at our Head Office, conveniently located just a 10 minute walk from North Station and a short walk from the Town Centre, offers an great work environment. Among local amenities and the attractive Castle Park, our office within a large open-plan IT department, provides access to state-of-the-art technology and cutting-edge security systems. Collaborate with an onsite team of highly skilled professionals, including developers and infrastructure specialists, fostering innovation and growth in a vibrant workspace.

• On-Site there is a cafe and relaxation area, where free hot drinks and subsidised food can be purchased.

Role specific competencies:

• Good working knowledge of desktop/laptop/mobile / Telephony systems :
• Desktop/Laptop O/S: Windows 10 & 11, MAC OSX
• Mobile OS: Apple iOS, Android, Windows Mobile
• Telephony Systems – Cisco hardware and Webex
• All Microsoft Office 2016 and 365 applications.
• Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics.
• Preferable Windows 2008/2012 Active directory and group policy knowledge.
• Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA or equivalent qualifications would be an advantage.
• Effective Communication - Communicate relevant information effectively.
• Commerciality & Technicality - Demonstrate a good level of technical and professional skills in job‑related areas.
• Bring out the best in people - Support coaching activities in order to improve performance and maximise.
• Team Worker - Contribute ideas and share information within and across work groups.
• Customer Focus - Respond promptly to customer requests for information and/or assistance, confirm/clarify understanding of customer requests/issues and seek for advice when appropriate.
• Innovates for Success - Helps implement new ideas and solutions and make suggestions voluntarily.
• Delivers Results - Demonstrate a clear focus on quality and speed of response.
• GDPR - Understanding of best practices and competence in line with current guidelines.

Core Behaviours:

• Embraces change
• Excellent customer service skills
• Flexible approach to working hours.
• Offers a 5 star service

Equal Opportunities:

At Spicerhaart, variety makes our Company DNA come to life. We love people - and what's more - we love the differences that make each person who they are and we support you and encourage those differences to make you the best person you can be. Spicerhaart are proud to be an equal opportunity workplace and we welcome all talented individuals to apply for a career with us. We are committed to equal employment opportunity regardless of race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

If you have a disability or special need that requires accommodation, please let our Talent Teamknow.