IT Service Desk Analyst

Hollis ,
Nottingham, Nottinghamshire
More Details
Job Type: Full-time

Overview

Hollis is a leading international, independent real estate consultancy . We work with owners, occupiers, developers and funders, across both private and public sectors, to help them get more out of their real estate, at every stage of the property life cycle. Established in 1991 in London, we’re now a multi-skilled team of surveyors, engineers, technical specialists, consultants and project managers operating across the UK, Ireland and mainland Europe. We are committed to delivering and maintaining a sustainable built environment and are recognised specialists in due diligence surveys, measured surveys, project management, cost management, party walls, rights of light, M&E and environment, energy & sustainability. Our mission is to continue to grow and be leaders in global commercial real estate consulting. Why grow? Because that creates opportunities for our people which means that we attract and retain the best . Don’t just take our word for it though: we’ve been recognised as one of the Best Places to Work in Property for the third year running by Property Week, the leading publication in the industry. The Role The IT Service Desk Analyst is a member of the Hollis IT Service and Support team handing both first and second-line incidents. They are responsible for providing high quality customer focussed support and service to internal clients across all of Hollis offices including capturing and monitoring requests and providing technical support and advice to users across a range of systems and applications. Responsibilities Act as the main point of contact for staff for IT incidents and service requests, ensuring the provision of high-quality customer services. Provide proactive telephone, email, remote and desk-side support for all technical and non-technical problems and incidents reported to IT. Analyse each request to identify, diagnose and provide initial support to achieve 'first fix’ for a wide range of Malcolm Hollis IT systems including PC, hardware, OS, wireless networking, application software and business systems. Provide advice and guidance to staff to ensure they can take better advantage of the IT tools and services, giving them greater independence and transferable skills. Capture, categorise and record all incidents and requests for service in the IT Service Desk tool and assist in analysing incidents to show trends and potential problem areas so that appropriate interventions can be put in place. Retain ownership of calls and monitor Helpdesk and escalate/expedite where necessary. Setup, configure and maintain IT equipment including PCs, laptops, smartphones and printers. Carry out induction and regular IT familiarisation training for new starters and employees. Create user guides and documentation to aid users in their use of systems. Undertake regular 'floor-walking’ on a regular basis and to support project and system deployments increasing the visibility of IT across the company. Support the opening of new offices and office moves including patching, power and setting up desks. Undertake a variety of routine user and standard system administrative tasks across Active Directory and a range of business systems including HR, CRM and Finance. Work closely with other specialist teams across IT, escalating and assigning calls as necessary. Your Profile Experience Customer focused with excellent interpersonal, verbal and written communication skills. Broad technical knowledge of systems, software, network and peripherals Microsoft MCP, knowledge of Microsoft Office 2013, Office 365 and Outlook, Office template systems, Dictation systems, Audio Visual, Windows 7 and 10, iPhones and iPads. Able to work to tight timescales and deal with users who have differing priorities Strong problem solving and trouble shooting skills Excellent time management and scheduling skills. Very good organisation, prioritisation and team working skills The ability to interpret and follow technical procedures Experience of using help desk /incident management applications Good knowledge of Health and Safety policies and procedures Good knowledge of ITIL Knowledge of Microsoft Dynamics desirable Why join us? We are hardworking, progressive, successful and fun. We’re independently-owned and independently-minded, not afraid to give honest advice or to be ourselves. We strive to achieve the right balance for you, delivering excellent client service whilst supporting you in fulfilling your potential and achieving your goals. We offer a highly competitive salary and a generous benefits package including: Life assurance and private medical insurance Season ticket loan 5% Employer pension contribution 25 days of holiday and an extra day off on your birthday Cycle to work scheme, retail vouchers, gym discounts and more We are a sociable bunch and host pay day drinks, quarterly lunches, quiz nights and cultural and sporting activities to socialise and have fun with your colleagues. Your health and well-being are very important to us so we have an Employee Assistance Programme to support you through life’s ups and downs, gym discount and all our offices have fresh fruit baskets delivered weekly. We are also happy to consider flexible working arrangements. Finally, we also love giving back and take part in numerous charity events all over the country throughout the year. E qual Opportunities We are an equal opportunities employer and we will recruit you regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity, or any other characteristic which may lead you to face disadvantage in our society. We particularly encourage applications from currently under-represented groups in our industry including those who identify as women, black, Asian, minority ethnic, lesbian, gay, bisexual

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