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.
Main purpose of the role :
The IT 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 equipment.
Location : Group IT Services, Colwyn House, Colchester
Accountable to : IT Service Desk Manager
Salary £18,000 - £21,000
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
Role specific competencies :
Good working knowledge of desktop / laptop / mobile / Telephony systems :
Desktop / Laptop O / S : Windows 7 & 10, MAC OSX
Mobile OS : Apple iOS, Android, Windows Mobile
Telephony Systems Cisco / Redbox / Tim
All Microsoft Office 2010 / 2013 / 2016 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 :
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).