Service Desk Analyst

Purpose of role 

Working as part of the Group Technology team base 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 Eaton Estate Offices 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 exceptional levels of user satisfaction. 

• Provide desk side support to Eaton Estate offices and rural locations. 

• Provide support for meeting room technologies including support of events. 

• 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, Qube, Yardi Voyager, FIS Integrity, Cognos 

Key requirements 

A full UK driving licence is required, as the role involves regular travel between sites. Any endorsements must be declared. 

Qualifications 

• Computer Science Degree or equivalent is desirable but not essential. 

• ITIL Foundation is desirable but not essential. 

Experience 

A background in IT Service Delivery in a customer orientated organisation would be beneficial. Experience in a similar role, working across a geographically dispersed organisation and across different time zones is desirable.  

Technical skills/knowledge 

Possess strong technical competence in the following areas: 

• Technical administration experience with Active Directory, Windows 11, Office 365, Azure, SharePoint, Microsoft Teams, Exchange and experience with enterprise level ITSM.   

• 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 

• Familiarity with Microsoft Copilot and established and emerging AI technologies, with the ability to leverage these tools to enhance productivity, efficiency, and business outcomes, including the effective use of AI agents. 

• Possess the following personal attributes: 

• Customer service attitude. Uses empathy with customers to understand and deliver their needs. Focused on results and delivering 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 volume and variety of activity and produce accurate outputs on time.