IT & Telecoms Service Desk Analyst

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 £22,308

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

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).