IT Service Desk Analyst

Colchester, Essex
16 Jun 2017
15 Jul 2017
Contract Type
Full Time
Spicerhaart is the largest independently owned property services group in the UK. We work together with thousands of customers a year using multi award winning marketing and leading smart technology to help buy, sell, let or rent property.

We understand that none of this would be possible without the drive, dedication and determination of our colleagues. When you join Spicerhaart you become part of the Spicerhaart family. Your career is important to us; we are passionate about training and developing you to realise your full potential and achieve success. We expect you to do all that you can to meet our expectations and achieve our personal goals. You will be motivated and committed to perform to the best of your ability and put the customer at the heart of everything you do.
The Programme:

The IT Service Desk team answer day to day support calls from users within our network of branches across the UK. Advisors are responsible for all customer contact regarding IT queries and technical support via phone calls and email. The Service Desk team diagnose and resolve issues via remote access to all group IT desktop/laptops systems and provide support for all IT related equipment.

Activities / Main Duties:
-1st line support answering up to 40+ technical supports calls daily, delivering pro-active IT support across the group.
-Logging of all IT 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.

Role specific competencies:
-Good working knowledge of desktop/laptop/mobile systems:
-Desktop/Laptop O/S: Windows 7, 8.1 & 10, MAC OSX
-Mobile OS: Apple iOS, Android, Windows Mobile
-All Microsoft Office 2007/2010/2013 applications.
-Desktop/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.

Core Behaviours:
-Excellent customer service skills.
-Flexible approach to working hours.

Competitive salary with 28 days annual leave inclusive of bank holidays