IT & Telecoms Service Desk Analyst

haart Estate Agents; Colchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading property management firm in Colchester is seeking an IT Service Desk Analyst to provide exceptional support to branch users. You will troubleshoot various technical issues, assist in remote diagnostics, and ensure customer satisfaction across the team. Ideal candidates will have strong communication skills and a background in IT support. The role includes working in a collaborative environment with access to cutting-edge technology.

Benefits

Free hot drinks

Subsidised food

Relaxation area

Qualifications

• Good working knowledge of desktop/laptop/mobile/telephony systems.
• Management of Active Directory user accounts.
• Experience in a customer-facing IT support role.

Responsibilities

• Support users via phone, email, and face-to-face.
• Diagnose and resolve technical issues.
• Log calls in SysAid ticket management software.
• Provide desktop support to all group services departments.

Skills

Customer service skills

Problem-solving

Effective communication

Technical troubleshooting

Education

IT NVQ, Comp-TIA, MCDST, SDA or equivalent

Tools

Windows 11

MAC OSX

Microsoft Office 2024 / 365

Cisco/Redbox/Tim Telephony Systems

Job description

Overview

Ready to take the next step in your IT career? We’re looking for a talented IT Service Desk Analyst to join our fast-paced, growing team. This is a fantastic opportunity to combine your technical expertise with outstanding customer service, supporting our branch network users and helping them succeed. If you thrive under pressure, enjoy solving problems, and have excellent communication skills, we want to hear from you! Take the opportunity to make an impact—apply today and become a valued part of Spicerhaart.

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 toward 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 £22,308

Activities / Main Duties

• The IT & Telecoms Service Desk team answers day to day support calls from users within our network of branches across the UK. Analysts are responsible for all customer contact providing a 5 star service on all support on technical queries via phone calls, email and face to face.
• The Service Desk team diagnose and resolve issues via remote access to all group IT desktop/laptops and telephony systems and provide support for all IT related requests.
• Logging of all calls within 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.
• Management of Active Directory user accounts.
• Providing desktop support to all group services departments.
• Processing Unsubscribe requests from customers.

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 11, MAC OSX
• Mobile OS: Apple iOS, Android, Windows Mobile
• Telephony Systems – Cisco / Redbox / Tim
• All Microsoft Office 2024 / 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 – Positively 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

• Provides excellent customer service at all times.
• Adopts a flexible approach to working hours.
• Embraces and adapts positively to change.
• Delivers a consistent 5-star service.
• Demonstrates our core values in every interaction — acting with trust, loyalty, transparency, honesty, and positivity.

Legal entitlement to work in the UK – In accordance with the Immigration, Asylum and Nationality Act 2006. You will need to provide evidence of your right to work prior to a formal offer of employment.

Your next step

We really want to hear from you, even if you aren\'t quite ready to apply and just want a quick chat - simply call our Talent Team on the number below. Applying is easy - have your CV ready and click on the "Apply Online" button on the top right-hand side of this page.

We aim to respond to all candidates, successful or not. You will hear back from a member of our Talent Acquisition Team within 10 working days.

Call the Talent Acquisition Team on
02922 401485
(Monday-Friday 9am-5pm)

Equal Opportunities: At Spicerhaart, variety makes our Company DNA come to life. We are an equal opportunity employer and 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 Team know.

To all recruitment agencies: Spicerhaart does not accept speculative agency CVs. Spicerhaart is not responsible for fees related to unsolicited CVs.