IT & Telecoms Service Desk Analyst

Overview

Provide 1st line IT and telecom support, handling tickets and user issues.

Key Responsibilities

• ad management
• ticket management
• help desk
• remote support
• incident logging
• customer service

Tasks

-Working within given SLA’s maintaining a good quality of service across the group. -Management of Active Directory user accounts -Bring out the best in people - Support coaching activities in order to improve performance and maximise. -Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals. -1 st line support answering up to 40+ technical supports calls daily, delivering pro-active support across the group. -Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function -Investigating and troubleshooting both IT technical problems and Telecommunications faults. -Team Worker - Contribute ideas and share information within and across work groups. -Provides excellent customer service at all times. -Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests. -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.

Requirements

• telephony
• windows
• active directory
• microsoft office
• gdpr
• communication

What You Bring

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

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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