Line IT Service Desk Analyst

In this role you will join our Service Desk function where you will be the first point of contact for any technical issues the business faces. You will be assisting users with hardware and software problems via phone, email and a ticketing system, as well as ad-hoc desk side support. Furthermore, this role will focus on providing application support to our industry leading bespoke CRM that provides all our staff with tools they need to be successful., * Provide first line technical support, answering support queries via phone, email and ticketing system

• Administration of user accounts and permissions across AD and our in-house CRM software
• Deliver a high level of professional customer service on the phone and face-to-face when necessary
• Log all calls and resolutions to the service desk logging system
• Support users in the use of computer equipment and peripherals including telephone and mobile devices by providing necessary training and advice
• Where relevant, arrange for external support when incidents cannot be resolved in-house
• To escalate more complex issues to relevant IT support staff
• Maintain an organised daily structure, working to assigned jobs within an adequate time frame

Our requirements are as follows:

• A keen interest in technology and computing
• Excellent communication skills with a professional approach to customer services
• Strong time management skills
• Ability to remain calm under pressure during challenging times
• An intuitive and methodical approach to diagnose hardware and software faults in desktop PC's, printers and mobile devices
• Ability to develop and maintain strong customer relationships
• Exceptional customer service skills including experience of dealing with diverse customer groups
• Proficient in administering and maintaining Windows 10 and Mac OS environments
• Proven knowledge of Microsoft Applications and Active Directory
• Experience troubleshooting basic network, software and printing problems

• Comprehensive induction programme
• Ongoing mentoring and training, including access to external training programmes
• Great career opportunities
• Exposure to diverse aspects of the business
• Vibrant company culture including paid-for social events
• Diversity and inclusion networks
• One paid work day a year to volunteer for a charity of your choice
• Well-being package including enhanced sick pay, free confidential counselling helpline, Mental Health First Aiders, access to a coaching platform, and subsidised gym membership
• Enhanced parental policies, including generous shared parental leave
• Subsidised staff café and bar

About The Company 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. * TwentyCI data, 2023 v 2022 market share and market share growth of new instructions at a brand level, At Foxtons, we're famous for setting the standard in property. We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment. Over the last 30 years we've built a network of almost 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers. Award-winning training ensures our teams have the strong local expertise that our customers expect from us, while our market-leading technology empowers all our staff to provide the best customer experience possible., At Foxtons, our mission is to deliver exceptional service. Our business is built to serve customers better - with the size and strength to reach more people, fueled by the commitment and expertise of our teams, and industry-leading technology that ensures our whole business works together to meet customer needs. We believe it's the exceptional service we deliver that makes Foxtons the best place to buy, sell, let or rent a property., Working at Foxtons is energetic, sociable and rewarding. We reward hard work, providing the opportunity for talented and enthusiastic individuals to thrive in their careers. We offer incentives and rewards where exceptional performance or contribution is recognised in both team and individual capacities, encouraging development as a team member as well as personally., Not only has Foxtons been voted the best Estate Agency in the UK; our L&D department has also been officially recognised as the best Estate Agency training. We provide every employee with industry leading, intensive and continual training throughout their career. This provides them with all of the tools, knowledge and confidence to succeed every step of the way., Our teams are made up of a diverse mixture people from all walks of life where everyone shares a positive outlook on life and work & we believe that diversity adds to the success of our business. With over 50 nationalities and languages spoken, we hire people from a wide range of backgrounds. We have created an inspiring working environment where everyone is engaged, motivated and safe from discrimination so that they can fulfil their full potential. We also support employee led network groups and events such as Afro Foxtons, LGBTQ Foxtons and Women at Foxtons. We are hiring on an on-going basis across our London offices. We are famous for our modern café style offices that are strategically placed in buzzy geographical locations to gain the most attraction.