Location: Eaton Estate, Chester Working Hours: Full time, 35 hours a week Working as part of the Group Technology team based in the Eaton Estate office, Grosvenor's Service Desk Analysts provide support to end users across the Grosvenor Group. In this this role you will provide 1st, 2nd and some 3rd line technology support services to the business, as well as desk side support in all Rural Estate Offices and remote support to our wider UK and international offices. Working across multiple teams, this 'hands on' role will be responsible for excellent service delivery and ensuring end user satisfaction, with a high rate of first-time fixes. This role requires excellent communication, technical skills, and experience of supporting and administering all aspects of a Microsoft Windows / Office / Azure environment. There may be a requirement to provide out of hours support on some occasions. Key responsibilities Be the first point of contact for all IT issues and requests, working in a team of 6 ensuring service desk requests are triaged appropriately and resolved within an agreed SLA. Support the achievement and maintenance of requisite levels of user satisfaction. Provide desk side support to Eaton Estate offices and rural locations. Provide meeting room support. Work with local technology suppliers as required. Mitigation of reported Cybersecurity threats such as phishing attempts. Provide administration support for key business systems including Microsoft Teams, SharePoint, MRI Qube, Yardi Voyager, FIS Integrity, Cognos Key requirements Qualifications Computer Science Degree or equivalent is desirable but not essential. ITIL Foundation is desirable but not essential. Experience A minimum of 3 years' experience in a similar role, working across a geographically dispersed organisation and across different time zones is desirable. A background in System Support or Service Delivery in a customer orientated organisation is essential. Technical skills/knowledge Possess strong technical competence in the following areas: Technical administration experience with Active Directory, Windows 10, Office 365, Azure, SharePoint, Microsoft Teams, and Exchange. Working knowledge and experience of maintaining current IT hardware, desktops, laptops, mobile devices, and associated peripherals. Exceptional troubleshooting skills, PC/laptop imaging technology (SCCM / Autopilot), mobile telephony and desktop security (anti-virus, anti-malware). Cybersecurity awareness fundamentals and expertise in identifying threats Possess the following personal attributes: Customer service attitude. Uses empathy with customers to understand and deliver their needs. Focussed on results and delivering outstanding levels of customer satisfaction. Detail oriented. Handles details precisely. Interpersonal communication. Communicates well with people and establishes credibility and trust. Written communication. Writes compelling and informative text. Task and time management. Manages the priority, volume and variety of activity and produce accurate outputs on time. All employees must uphold the shared values of Grosvenor: Integrity, be honest, fair and open Trust, be loyal, reliable and deliver on commitments Respect, be inclusive, straightforward, collaborative, caring and thoughtful To apply for this job please click on "Apply". To begin your application you will be asked to create an account. Please carefully read our Recruitment Privacy Notice before proceeding with an application. The privacy notice sets out how Grosvenor obtains, uses and protects the personal information which you provide to us. You can read the notice here - https://www.grosvenor.com/legal/recruitment-privacy-notice