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.
Location: Group IT Services, Colwyn House, Colchester
Accountable to: IT Service Desk Manager
Salary £22,308
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
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 an great work environment. Among local amenities and the attractive Castle Park, our office within a large open-plan IT department, provides access to state-of-the-art technology and cutting-edge security systems. Collaborate with an onsite team of highly skilled professionals, including developers and infrastructure specialists, fostering innovation and growth in a vibrant workspace. On-Site there is a cafe and relaxation area, where free hot drinks and subsidised food can be purchased.
Role specific competencies:
- Good working knowledge of desktop/laptop/mobile / Telephony systems :
- Desktop/Laptop O/S: 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 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:
- Embraces change
- Excellent customer service skills
- Flexible approach to working hours.
- Offers a 5 star service
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