IT & Telecoms Service Desk Analyst

Overview

First‑line IT and telecom support handling calls, tickets and user issues

Key Responsibilities

• remote support
• desktop support
• sysaid logging
• active directory
• first‑line support
• troubleshooting

Tasks

-Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group services departments. -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. -Team Worker - Contribute ideas and share information within and across work groups. -Bring out the best in people - Support coaching activities in order to improve performance and maximise. -Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests. -Management of Active Directory user accounts -1 st 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. -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. -Provides excellent customer service at all times. -Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function

Requirements

• ios
• windows10
• office365
• cisco
• active directory
• comptia

What You Bring

-Innovates for Success - Helps implement new ideas and solutions and make suggestions voluntarily. -Effective Communication - Communicate relevant information effectively. -GDPR - Understanding of best practices and competence in line with current guidelines. -Delivers a consistent 5-star service. -Commerciality & Technicality - Demonstrate a good level of technical and professional skills in job-related areas. -Mobile OS: Apple iOS, Android, Windows Mobile -Preferable Windows 2008/2012 Active directory and group policy knowledge. -Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics. -Good working knowledge of desktop/laptop/mobile / Telephony systems : -Desktop/Laptop O/S: Windows 10 & 11, MAC OSX -All Microsoft Office 2016 and 365 applications. -Telephony Systems – Cisco hardware and Webex -Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA or equivalent qualifications would be an advantage.

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About Haart Estate Agents

-With offices across the country, offers expert services in both residential and commercial property sectors. -Provides tailored property solutions for buying, selling, renting, or managing properties. -Long-standing history includes expanding its reach and creating a strong presence in key regions across the UK. -Known for in-depth local knowledge and commitment to personalized, customer-focused services. -Leverages latest technology and market insights to help clients make informed decisions. -Supports a wide range of customers from first-time buyers to seasoned investors with expert guidance and innovative solutions.

Sector Specialisms