Service Desk Analyst

Grosvenor
We think this is a special place to work. So, before we get into the detail of this job opportunity, here’s a few words about who we are and what’s important to us.

Grosvenor is an international organisation whose activities span urban property, food & agtech, rural estate management and support for philanthropic initiatives. We’re united by a common goal to deliver lasting commercial, social and environmental benefit.

We’re steeped in history but focused on the future

We may have 340 years of history, but we are firmly focused on the future. From progressive environmental action to being at the forefront of community engagement, we work with purpose and embrace change. So diversity of thought and fresh perspectives really matter to us. We want our people to bring everything they are to work. Their life experiences, their knowledge, their unique take on challenges and solutions.

What’s it like to work here

Well, there is plenty to talk about. It’s purposeful, whether that’s innovative ways to tackle the climate crisis or engaging meaningfully with local communities. It’s commercial and ambitious, which you’ll see in our transformational development projects and diverse investment pipeline. It’s sociable, in our buzzing café and at our many events. It’s challenging, varied and supportive: contributing to inclusion and innovation is part of everyone’s personal goals here. We also enjoy a flexible work environment and, because it’s a family business, we like to think we are a little less corporate too.

Interested? Then take a look at the job details below. We’re looking for someone who wants to build a brilliant career at Grosvenor and we look forward to receiving your application.

Purpose of role

Working as part of the Group Technology team, 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 London and remote support to our 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 local offices.
• 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, 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

• Experience in a similar role, working across a geographically dispersed organisation and across different time zones.
• 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:

• Strong customer service skills. Uses empathy with customers to understand and deliver their needs. Focussed on results and delivering customer satisfaction.
• Detail oriented. Handles details precisely.
• Excellent Interpersonal communication skills. Communicates well with people and establishes credibility and trust.
• Exceptional written communication skills.
• Task and time management. Manages the volume and variety of activity and produce accurate outputs on time.

We know flexibility is important and take a hybrid approach to working, please contact us for further details.

We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on to discuss.

To apply for this job please click on “Apply”.
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