IT & Telecoms Service Desk Analyst

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

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‑point support to our branch network users.

If you can work well under pressure, have strong communication & problem solving skills,

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

• 1 st 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 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 work hours.
• Offers a 5 star service

In order to apply for this role you need to be legally entitled to live and work in the UK in accordance to 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).

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 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 Team know.