IT & Telecoms Service Desk Analyst

Overview

The IT and 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 requirements.Responsibilities

1st line support answering up to 40+ technical support calls daily, delivering pro-active support across the group.Logging of all calls within the SysAid ticket management software and using the system to provide accurate classification of incidents and requests.Recording solutions within the incident management system and maximizing 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 SLAs, maintaining a high 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.Delivering customer-focused service: respond promptly to customer requests for information and/or assistance, confirm understanding of requests/issues, and seek guidance when appropriate.Innovates for success: help 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; 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.Required and Preferred Skills

Good working knowledge of desktop/laptop/mobile/telephony systems:Desktop/Laptop OS: Windows 11, MAC OSX; Mobile OS: Apple iOS, AndroidTelephony Systems: Cisco, Redbox, TimAll Microsoft Office 2024 / 365 applications.Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics.Preferable Windows Server Active Directory and Group Policy knowledge.Knowledge of IT Service Desk and call logging environment or IT NVQ, CompTIA, MCDST, SDA or equivalent qualifications would be an advantage.Effective Communication – communicate relevant information effectively.Commerciality and Technicality – demonstrate a good level of technical and professional skills in job-related areas.Bring out the best in people – support coaching activities to improve performance and maximise.Team Worker – positively contribute ideas and share information within and across work groups.About Spicerhaart

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 ..... full job details .....