It Service Desk Analyst

The IT Service Desk Analyst is a member of the Hollis IT Service and Support team handling both first and second line incidents. They are responsible for providing high quality customer focussed support and service to internal clients across a range of systems and applications.

The small IT Service and Support team is responsible for user support across all Hollis’s offices, including capturing and monitoring requests and providing technical support and advice to users. Given the distributed nature of Hollis’s regional offices the post holder will be required to travel to these locations on occasion.

The Service Desk is open between 7:30am – 6pm and there will be a a rotation in place.

The key responsibilities for the role:

• 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 Hollis’s 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.
• 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.

Experience, Skills & Qualifications required:

• 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 11, 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 ITIL
• Knowledge of Microsoft Dynamics

#TeamHollis

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.
We’re a multi-skilled team of surveyors, engineers, technical specialists, ESG consultants and project managers operating across the UK, Ireland, Germany, Spain and The Netherlands. We have a unique way of working and believe that people do things better by doing them together. We aim to do the right thing, be clear, transparent and find some fun along the way.