More options
This job has ended. Find similar jobs.

IT Support Advisor

  • Colchester, Essex
  • £16,000 - £18,000 per annum
  • 55 applications
  • Job type: Permanent, full-time
  • Date:
  • Reference: 21226248
Posted by SpicerHaart Limited

IT Support Advisor sought by Spicerhaart to join their Group IT Services department based at their Colchester Head Office.

Spicerhaart is one of the UK’s most innovative estate agency groups, combining the largest independent residential sales and lettings network with one of the biggest integrated financial service businesses in the country.

We operate five well-known estate agencies in England - haart, Spicer McColl, Haybrook, Felicity J Lord and Fine, as well as Darlows in Wales.

ROLE OVERVIEW

The IT Helpdesk team answer day to day support calls from users within our network of branches across the UK.

Advisors are responsible for all customer contact regarding IT queries and technical support via phone calls and email.  The helpdesk team diagnose and resolve issues via remote access to all group IT desktop/laptops systems and provide support for all IT related equipment.

RESPONSIBILITIES

  • 1st line support answering up to 40+ technical supports calls daily, delivering pro-active IT support across the group.
  • Logging of all IT calls within groups call recording system G3S using the system to provide accurate classification of calls.
  • Recording solutions within G3S system maximising the effectiveness of the system and IT support function. 
  • Management and Ownership of internally escalated support calls within G3S 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.
  • Management of Starters/Leavers and transfers requests via helpdesk mailbox using Active Directory tools.
  • Providing desktop support to all group services departments.

EXPERIENCE REQUIRED

  • Good working knowledge of desktop/laptop systems. O/S: Windows 2000, Windows XP, Windows 7.
  • All Microsoft Office 2000/2003 applications.
  • Desktop/laptop hardware, printers and MFD troubleshooting and diagnostics.
  • Preferable Windows 2003 Active directory and group policy knowledge.
  • Knowledge of IT helpdesk and call logging environment or IT NVQ, Comp-TIA, MCDST or equivalent qualifications would be an advantage. 

 PERSONAL QUALITIES

  • Excellent customer service skills.
  • Ability to work well under pressure in a small but busy call centre environment.
  • Communication of technical concepts within the IT department and internal customers at a suitable level.
  • Good team worker with good interpersonal skills with colleagues and customers.
  • Strong diagnostic and fault finding skills.
  • Enthusiasm to discover and implement skills supporting the fast paced dynamic environment.
  • Flexible approach to working hours.

SALARY

Up to £18,000 depending on experience.