Service Desk Analyst

Purpose of role

Working as part of theGroup Technology teambase in the Eaton Estate officeGrosvenors Service Desk Analystsprovidesupport to end users across the Grosvenor Group.In this this roleyouwill provide1st2ndand some3rdlinetechnologysupportservicesto the businessas well asdesk side supportinall Eaton Estate Officesandremote support to our international offices.

Working across multiple teams thishands onrolewillbe responsible forexcellent servicedeliveryand ensuring end user satisfaction with a high rate offirst-timefixes.This rolerequires excellent communicationtechnicalskillsand experience of supporting and administeringall aspects of a Microsoft Windows / Office/ Azure environment.Theremay bea requirement toprovide out of hours supporton some occasions.

Key responsibilities

• Be the first point of contact for allITissues and requestsworking in a team of6ensuring service desk requests are triaged appropriately and resolved within an agreed SLA.

• Support the achievement and maintenance ofexceptionallevels of user satisfaction.

• Provide desk side support toEaton Estate offices and rural locations.

• Providesupport formeeting roomtechnologiesincludingsupport ofevents.

• Work with local technology suppliers as.

• Mitigation ofreported Cybersecurity threats such as phishingattempts.

• Provide administration support for key business systemsincludingMicrosoftTeamsSharePointQubeYardi VoyagerFISIntegrity Cognos

Key requirements

A full UK driving licence is as the role involves regular travel between sites. Any endorsements must be declared.

Qualifications

• Computer ScienceDegree or equivalentis desirable but not essential.

• ITIL Foundation is desirable but not essential.

Experience

A background inITService Delivery in a customer orientated organisation would be beneficial. Experience in a similar role working across a geographically dispersed organisation and across different time zonesis desirable.

Technical skills/knowledge

Possess strong technical competence in the following areas:

• Technical administration experience with Active Directory Windows 11 Office 365AzureSharePointMicrosoftTeamsExchangeandexperiencewith enterprise level ITSM.

• Working knowledge and experience ofmaintainingcurrent IT hardware desktops laptops mobiledevicesand associatedperipherals.

• Exceptional troubleshootingskills PC/laptop imaging technology(SCCM / Autopilot) mobiletelephonyand desktop security (anti-virus anti-malware).

• Cybersecurity awareness fundamentals andexpertiseinidentifyingthreats

• Familiarity with Microsoft Copilot andestablishedand emerging AI technologies with the ability toleveragethese tools to enhance productivity efficiency and business outcomes including the effective use of AI agents.

• Possessthe following personal attributes:

• Customerservice attitude.Uses empathy with customers to understand and deliver their needs.Focused onresultsand delivering customer satisfaction.

• Detail oriented. Handles details precisely.

• Interpersonal communication. Communicates well with people andestablishescredibility and trust.

• Written communication. Writes compelling and informative text.

• Task and time management. Manages the volume and variety of activity and produceaccurateoutputs on time.