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Job Role: IT Service Desk Analyst 

Location: New Milton 

Salary:£20,000 - £21,000

Job Sector: IT 

Hours:   (35 hours per week)

As an IT Service Desk Analyst, you will contribute to our vision of being the leading residential property manager, as recognised by others by:

  • Using initiative and being flexible in your approach to professionally and efficiently deliver the correct results for users, colleagues and the organisation
  • Delivery of high-quality customer service and technical support to all internal customers
  • Providing efficient technical support whilst ensuring a positive customer experience
This role reports to the IT End User Services Manager.
Skills and Experience
  • Providing technical support primarily via the phone or remote assistance to internal users throughout FirstPort
  • Ensuring all detail and accurate information is captured at first point of contact and logged via ITSM tool (ManageEngine)
  • Provide troubleshooting and diagnostic capabilities
  • Communicating with users as required, keeping them informed of incident progress, notifying them of impending changes and service outages
  • Working collaboratively with colleagues to ensure knowledge is shared so incidents and requests are resolved or routed to the most appropriate resources
  • Using documented knowledge to achieve rapid resolution to maintain or exceed KPIs and SLA's
Main Responsibilities
  • A minimum of 6 months experience working in a similar role
  • Analytical approach to investigating problems and providing solutions
  • Team player with a can-do attitude
  • Commitment to providing a high-quality & customer-focused service delivery
  • Strong independent planning, organising and prioritising abilities
  • A strong understanding of Windows 7 and 10 OS as well as Microsoft Office Suite/Office365
  • Active directory administration
  • Troubleshooting experience
  • Technical understanding of computer hardware and software

Our Values

Friendly – We look out for people’s best interests and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments

About Us

FirstPort is the UK’s leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,300 Resident Management Companies.

We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.