We are seeking an enthusiastic, customer‑focused 2nd Line Service Desk Analyst to support and grow our Service Desk presence in Worcester. This role will act as the primary on‑site IT contact for Worcester and the surrounding areas, working closely with our central IT Service Desk team in London.
You will provide first‑line technical support via phone, email, and our ticketing system, alongside hands‑on, on‑site support for Foxtons’ newly opened regional front offices. While you’ll have ownership of day‑to‑day IT support in Worcester, you’ll collaborate regularly with the wider IT team on escalations, guidance, and shared initiatives.
This role plays a key part in expanding Foxtons’ regional IT services, ensuring employees have the systems, hardware, and support needed to work effectively, while contributing to consistent IT operations across the business. It’s an excellent opportunity to gain exposure to a broad range of technologies and develop a well‑rounded skillset as the trusted local IT presence in a fast‑paced, growing environment.
Key Responsibilities:
• Provide timely resolutions to user issues via phone, email, and our ticketing system, along with on site support for Foxtons branches.
• Administer and manage user accounts and permissions within Active Directory
• Support and troubleshoot in house CRM software
• Deliver a high standard of professional customer service both remotely and face to face
• Accurately log and document all issues, actions, and resolutions
• Manage and administer mobile devices and the telephony network
• Identify trends through data analysis to support effective Problem Management
• Liaise with external vendors and third party providers when necessary
• Escalate issues and collaborate closely with internal teams, including Development Support and Infrastructure
• Build, configure, and deploy laptops and end user hardware
• Diagnose, triage, and resolve hardware issues across laptops, desktops, peripherals, and network devices
• Perform routine hardware maintenance, upgrades, and component replacements to ensure optimum performance