IT & Telecoms Service Desk Analyst

HAART; Colchester; On-site; GBP 23,000; Full time

Job summary

A leading estate agency in Colchester is looking for an IT Service Desk Analyst to provide 1st line support to users across branches. The role requires excellent customer service skills, problem-solving abilities, and experience with technical support. Join a growing team and contribute to a culture of continuous improvement. Competitive salary of £22,308 offered.

Benefits

On-site cafe and relaxation area

Free hot drinks and subsidised food

Qualifications

• Legally entitled to live and work in the UK.
• Good working knowledge of desktop/laptop/mobile/telephony systems.
• Knowledge of Windows Active Directory and group policy.

Responsibilities

• Provide 1st line support for technical queries.
• Manage and log all support calls and tickets.
• Diagnose and resolve IT issues via remote access.

Skills

Excellent customer service

Problem-solving

Effective communication

Remote support software

Microsoft Office 2024/365

Education

IT Service Desk qualifications (IT NVQ, Comp-TIA, MCDST)

Tools

Windows 11

MAC OSX

Cisco telephony systems

SysAid ticket management software

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

Responsibilities / 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, email and face to face. The Service Desk team diagnoses and resolves issues via remote access to all group IT desktop/laptops and telephony systems and provide support for all IT related issues.

• 1st line support answering up to 40+ technical support calls daily, delivering pro-active support across the group.
• 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 IT related issues.
• Management of Active Directory user accounts.
• Providing desktop support to all group services departments.
• Processing Unsubscribe requests from customers.

Working environment

On-Site there is a cafe and relaxation area, where free hot drinks and subsidised food can be purchased. The office is located in Colchester with access to state-of-the-art technology and a collaborative IT department.

Role specific competencies

• Good working knowledge of desktop/laptop/mobile/telephony systems
  • Desktop/Laptop OS: 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 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
• Commerciality & Technicality
• Bring out the best in people
• Team Worker
• Customer Focus
• Innovates for Success
• Delivers Results
• GDPR – Understanding of best practices and 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 core values — trust, loyalty, transparency, honesty, and positivity

Requirements

You must be legally entitled to live and work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Please note you will need to provide evidence of your right to work in the UK via proof of address, identity and NI prior to a formal offer of employment.

Your next step

We want to hear from you. If you’re not ready to apply, you can call our Talent Team on the number below for a quick chat. To apply, have your CV ready and click the "Apply Online" button on the top right-hand side of this page. We aim to respond to all candidates 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 workplace and welcome all talented individuals to apply. 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. Please do not forward CVs to our Talent Team, Spicerhaart employees or any other company location. Spicerhaart is not responsible for any fees related to unsolicited CVs.