<p>About The Role</p> <p>We are seeking an enthusiastic, customer-focused 2nd Line Service Desk Analyst to support and grow our Service Desk presence in Worcester. This role will act as the primary on-site IT contact for Worcester and the surrounding areas, working closely with our central IT Service Desk team in London.</p> <p>You will provide first-line technical support via phone, email, and our ticketing system, alongside hands-on, on-site support for Foxtons' newly opened regional front offices. While you'll have ownership of day-to-day IT support in Worcester, you'll collaborate regularly with the wider IT team on escalations, guidance, and shared initiatives.</p> <p>This role plays a key part in expanding Foxtons' regional IT services, ensuring employees have the systems, hardware, and support needed to work effectively, while contributing to consistent IT operations across the business. It's an excellent opportunity to gain exposure to a broad range of technologies and develop a well-rounded skillset as the trusted local IT presence in a fast-paced, growing environment.</p> <p>Key Responsibilities:</p> <ul> <li>\tProvide timely resolutions to user issues via phone, email, and our ticketing system, along with on site support for Foxtons branches. </li><li>\tAdminister and manage user accounts and permissions within Active Directory </li><li>\tSupport and troubleshoot in house CRM software </li><li>\tDeliver a high standard of professional customer service both remotely and face to face </li><li>\tAccurately log and document all issues, actions, and resolutions </li><li>\tManage and administer mobile devices and the telephony network </li><li>\tIdentify trends through data analysis to support effective Problem Management </li><li>\tLiaise with external vendors and third party providers when necessary </li><li>\tEscalate issues and collaborate closely with internal teams, including Development Support and Infrastructure </li><li>\tBuild, configure, and deploy laptops and end user hardware </li><li>\tDiagnose, triage, and resolve hardware issues across laptops, desktops, peripherals, and network devices </li><li>\tPerform routine hardware maintenance, upgrades, and component replacements to ensure optimum performance </li></ul> <p>About You</p> <p>Key Requirements</p> <ul> <li>\tA full, current UK driving licence </li><li>\tExperience providing IT technical support across hardware and software </li><li>\tHigh proficiency in Windows 10, 11 and macOS administration and support </li><li>\tExperience with Exchange/O365 administration and support </li><li>\tStrong knowledge of Microsoft applications </li><li>\tActive Directory administration, including DNS/DHCP </li><li>\tExperience troubleshooting basic networking, software, and printing issues </li><li>\tExcellent communication skills with a professional approach to customer service </li><li>\tStrong time management skills and the ability to work calmly under pressure </li><li>\tAbility to build and maintain strong customer relationships </li><li>\tExceptional customer service skills, with experience supporting diverse user groups </li></ul> <p>We Offer</p> <ul> <li>\t£30,000 per annum </li><li>\tFully taxed and insured company car for travel to offices. </li><li>\tCompany phone and laptop provided </li><li>\tExposure to a dynamic, fast paced business environment </li><li>\tOpportunities to work with varied technologies and expand technical expertise </li></ul> <p>About The Company</p> <p>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.</p> <p>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.</p> <ul> <li>TwentyCI data, 2023 v 2022 market share and market share growth of new instructions at a brand level </li></ul> <p>INDHP</p>