1st Line Helpdesk Analyst

Are you looking for a career in IT support with a company offering career progression, personal development through qualifications and the opportunity to work with the latest technology? Then we may have the role for you.
Connells Group are looking for a 1 st Line Helpdesk Analyst to join our fast paced dynamic IT team based in Leighton Buzzard.

The main responsibility of the role is to maintain IT Systems to a high standard ensuring operational availability and to respond effectively to all help-desk requests.

You will be responsible for:

• Endeavour to provide all customers with the best level of customer service and support.
• Incident and request management with appropriate resolution or escalation within published service levels and ensuring contact is made with all customers within agreed timescales.
• 1st Line support for all internal and external applications, websites and services.
• Log and close equal percentage of all incidents taken by 1st Line, or within agreed variances.
• Ensure high levels of call management and communication to all parties throughout the lifecycle of the incident.
• Diagnose all incidents and provide correct diagnosis.
• Provide appropriate resolutions or escalation within published Service Levels.
• Daily management of internal mailboxes.
• User administration on all IT systems Logging and processing all hardware and software requests.
• Completion of daily IT service checks and tasks.
• Detailed knowledge of Microsoft core desktop products.
• General understanding of: servers, networking, e-mail, internet.

Your experience and skills will include:

• A genuine passion for delivering customer excellence.
• Excellent communication and customer service skills.
• Ability to apply advanced troubleshooting methods.
• Can prioritise workload to ensure continuity.
• Able to work under pressure and have effective time management.
• Willingness to work out of scope hours on occasion.

About Us

Connells Group is one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of nearly 1200 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.

Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity. Equality Act 2010.