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 answer 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
Activities / Main Duties:

• 1st line support answering up to 40+ technical supports 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 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.

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).
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 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.
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.

Skills Required