2nd Line Service Desk Analyst in Worcester

We are looking for an enthusiastic and customer-focused IT Support Engineer to join our Service Desk team in our Worcester office, as well as delivering on-site assistance to our branches. In this role, you will act as the first point of contact for technical issues raised across the business, providing support via phone, email, and our ticketing system, as well as delivering on-site assistance to our Foxtons front offices. You will play a key part in ensuring our staff have the tools, systems, and hardware they need to work effectively, while contributing to the smooth running of our IT operations.

Key Responsibilities:

• Provide timely resolutions to user issues via phone, email, and our ticketing system, along with on-site support for Foxtons branches.
• Administer and manage user accounts and permissions within Active Directory.
• Support and troubleshoot in-house CRM software.
• Deliver a high standard of professional customer service both remotely and face to face.
• Accurately log and document all issues, actions, and resolutions.
• Manage and administer mobile devices and the telephony network.
• Identify trends through data analysis to support effective Problem Management.
• Liaise with external vendors and third-party providers when necessary.
• Escalate issues and collaborate closely with internal teams, including Development Support and Infrastructure.
• Build, configure, and deploy laptops and end-user hardware.
• Diagnose, triage, and resolve hardware issues across laptops, desktops, peripherals, and network devices.
• Perform routine hardware maintenance, upgrades, and component replacements to ensure optimum performance.

Key Requirements:

• A full, current UK driving licence.
• Experience providing IT technical support across hardware and software.
• High proficiency in Windows 10, 11 and macOS administration and support.
• Experience with Exchange/O365 administration and support.
• Strong knowledge of Microsoft applications.
• Active Directory administration, including DNS/DHCP.
• Experience troubleshooting basic networking, software, and printing issues.
• Excellent communication skills with a professional approach to customer service.
• Strong time management skills and the ability to work calmly under pressure.
• Ability to build and maintain strong customer relationships.
• Exceptional customer service skills, with experience supporting diverse user groups.

We Offer:

• £25,000 per annum.
• Fully taxed and insured company car for travel to offices.
• Company phone and laptop provided.
• Exposure to a dynamic, fast-paced business environment.
• Opportunities to work with varied technologies and expand technical expertise.

As London's number 1 estate agency brand, our customers choose us because we get it done. And we know it's our people that make us so successful. In over 40 years serving London and the Home Counties, we have discovered a winning formula for creating driven and ambitious professionals. This includes the best training at every stage, market-leading technology and the opportunity to work alongside some of the industry's most influential professionals.

Is it important for you to know our Corporate Social Responsibility before you apply? Great, it's important to us too. Whether we're providing LGBTQ+ safe spaces, stocking our offices from charitable water suppliers or engaging in fabulous local events, our 50+ offices across London play a key part in our communities. We also offer annual paid time off for employees to volunteer at a charity of their choice. Many choose to support our partner, Single Homeless Project. This is London's largest homelessness charity, making a difference in 10,000 Londoners' lives across all 32 boroughs.