Overview
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‑notch support to our branch network users. If you can work well under pressure, have strong communication & problem solving skills, apply now and become a valued member of the team!
Location: Group IT Services, Colwyn House, Colchester
Accountable to: IT Service Desk Manager
Salary: £25,500 (dependent on experience)
Activities / Main Duties
* 1st line support answering up to 40+ technical support calls daily, delivering proactive support across the group.
* Investigating and troubleshooting both IT technical problems and telecommunications faults.
* Logging 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 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 SLA’s while 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 a great work environment. The office is situated within a large open‑plan IT department, providing access to state‑of‑the‑art technology and cutting‑edge security systems. The onsite team includes developers and infrastructure specialists, fostering innovation and growth in a vibrant workspace.
Role specific competencies
* Good working knowledge of desktop/laptop/mobile / telephony systems.
* Desktop/Laptop OS: 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 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.
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 is 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.
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