IT Service Desk Analyst - #195059

We have an exciting opportunity for an IT service desk analyst to join our friendly IT team based at our Peterborough office. The role is responsible for delivering 1st and 2nd line support for Microsoft 365, end-user devices, business applications, telephony, network connectivity and associated technologies. The postholder will contribute to maintaining a secure, reliable and efficient IT environment while demonstrating excellent customer service and supporting continuous improvement initiatives
We offer a highly competitive salary package which includes a fantastic benefits package including a variety of flexible benefits allowing you to choose those that suit your personal circumstances including purchasing additional leave, health cash plans, cycle to work scheme and so on!
Overview of IT
As an IT Service Desk Analyst, you'll report to the IT Service Desk Manager and work alongside three additional 1st/2nd Analysts and one 3rd Line Analyst. Our IT department, headquarters in Peterborough, encompasses various teams such as the IT Systems Team, Application Training, IT Assets, and Data & Transformation Services. You'll have the opportunity to engage with these teams, gaining valuable insights into their functions and daily responsibilities. Join our small, friendly, and dynamic team for an enriching experience
Main tasks:
Helpdesk Support

• Provide professional and courteous 1st and 2nd line support via telephone, email, Microsoft Teams and remote support tools.
• Accurately log, categorise, prioritise and manage incidents and service requests through the IT Service Management (ITSM) platform.
• Troubleshoot and resolve technical issues within agreed Service Level Agreements (SLAs).
• Escalate incidents and requests to appropriate internal teams or third-party suppliers where necessary

Desktop Support

• Provide support for all Carter Jonas offices and remote workers across the UK.
• Support Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint and Office applications.
• Diagnose and resolve hardware and software faults on laptops, mobile devices and peripherals.
• Configure, deploy, rebuild and maintain end-user devices as required.

Microsoft 365 and Identity Administration Administer user accounts, security groups and access permissions within Microsoft Entra ID (Azure Active Directory), Active Directory and Microsoft 365

• Assist with onboarding, offboarding and user access requests.
• Support password resets, multi-factor authentication (MFA) and identity management processes.

Mobile Device and Endpoint Management

• Support corporate mobile devices, including Apple iPhone, iPad’s.
• Assist with device enrolment and management through Microsoft Intune and Mobile Device Management (MDM) solutions.

Application Support

• Provide support for Microsoft 365 applications and the firm's business-critical software solutions.
• Following appropriate training, provide support for specialist line-of-business applications used across the firm.

Cyber Security and Governance

• Support the firm's cyber security objectives by adhering to security policies and best practices.
• Assist with the identification, investigation and escalation of potential security incidents.

This job description is not exhaustive and may be required to undertake additional duties from time to time to ensure the smooth running of the IT department. Full training will be provided
What will it take to be successful?
You will possess a professional, positive attitude and the ability to deliver clear, knowledgeable, and effective helpdesk support. You will be able to remain calm under pressure, working in a methodical and accurate manner while managing competing priorities and maintaining excellent time management skills. Previous IT experience is not essential, however strong customer service skills, a proactive approach to problem-solving, and a genuine interest in technology and IT are key requirements for success in this role

Hours Full time - Including 1 in 6 Saturdays Contract type Permanent Location Peterborough

Why choose us?
We offer a highly competitive rewards package including group pension, flexible benefits, referral schemes and generous annual leave
As an equal opportunity employer, we are dedicated to driving diversity and inclusion in the workplace. Learning and development is important to us; we encourage everyone to continue developing to optimise their performance and fulfil their potential. We have an agile flexible working policy; many of our team work flexibly, we would be happy to talk to you about how this could work for you. We enjoy what we do, and we do it well, which is why 80% of our business comes from repeat clients
About us:
Since 1855, Carter Jonas has grown to be one of the largest and most respected property consultancies in the UK with a network of 34 offices across England and Wales, employing more than 1,000 partners and employees
Our tailored service and Simply Better Advice have enabled us to forge lasting, intelligent and trusting partnerships with our clients. These long-standing relationships are our most important and most closely protected asset. From private landowners to local authorities, pension funds to farmers – our universe of client experience is among the most varied in UK property
We employ the very best people. We are a place where people want to work, and our culture is both collaborative and business minded. We have experts in every field who deliver long term advice that enhances our clients’ future prosperity
Ahead of the curve, we are pioneering in the use of technology within the property industry, making Carter Jonas a hugely exciting place to work
Our values:

• Approachable – We treat every relationship with respect, integrity, and warmth
• Effective – We do what we say we will, we do it well and we are accountable
• Ambitious – We are ambitious for our clients and for our firm

We look to recruit individuals who represent our core values, but who can also demonstrate the six Carter Jonas competencies that are the foundation of our career pathways. These competencies will aide their personal development in the business, and comprise of:

• Communication - Ensures effective, clear, and relevant communications in support of business objectives
• People - Demonstrates leadership in conduct and effectively manages and develops people to optimise performance through others
• Business Development & Client Care - Ensures effective communication to facilitate excellent client care and collaboration and pursuing opportunities for increased business and profit mindful of the Firm’s heritage and values
• Use of Technology - Modern, Agile, Digital Employee
• Teamwork - Recognises the importance of working with others, to collaborate and co-operate to achieve business
• Personal Effectiveness & Productivity - Engage, promote, and adhere to compliance requirements including all internal processes and procedures which manage risk and enhance productivity.