Position TitleGroup Technology–Service Desk AnalystLocationEaton Estate Office, ChesterDepartmentGroup TechnologyReports toService DeliveryManagerContract Permanent/Full-timePurpose of roleWorking as part of theGroup Technology teambase in the Eaton Estate office,Grosvenor’s Service Desk Analystsprovidesupport to end users across the Grosvenor Group.In this this roleyouwill provide1st,2ndand some3rdlinetechnologysupportservicesto the business,as well asdesk side supportinall Eaton Estate Officesandremote support to our international offices.Working across multiple teams, this‘hands on’rolewillbe responsible forexcellent servicedeliveryand ensuring end user satisfaction, with a high rate offirst-timefixes.This rolerequires excellent communication,technicalskills,and experience of supporting and administeringall aspects of a Microsoft Windows / Office/ Azure environment.Theremay bea requirement toprovide out of hours supporton some occasions.Key responsibilitiesBe the first point of contact for allITissues and requests,working in a team of6,ensuring service desk requests are triaged appropriately and resolved within an agreed SLA.Support the achievement and maintenance ofexceptionallevels of user satisfaction.Provide desk side support toEaton Estate offices and rural locations.Providesupport formeeting roomtechnologiesincludingsupport ofevents.Work with local technology suppliers asrequired.Mitigation ofreported Cybersecurity threats such as phishingattempts.Provide administration support for key business systemsincludingMicrosoftTeams,SharePoint,Qube,Yardi Voyager,FISIntegrity, CognosKey requirementsA full UK driving licence isrequired, as the role involves regular travel between sites. Any endorsements must be declared.QualificationsComputer ScienceDegree or equivalentis desirable but not essential.ITIL Foundation is desirable but not essential.ExperienceA background inITService Delivery in a customer orientated organisation would be beneficial. Experience in a similar role, working across a geographically dispersed organisation and across different time zonesis desirable. Technical skills/knowledgePossess strong technical competence in the following areas:Technical administration experience with Active Directory, Windows 11, Office 365,Azure,SharePoint,MicrosoftTeams,Exchangeandexperiencewith enterprise level ITSM. Working knowledge and experience ofmaintainingcurrent IT hardware, desktops, laptops, mobiledevices,and associatedperipherals.Exceptional troubleshootingskills, PC/laptop imaging technology(SCCM / Autopilot), mobiletelephonyand desktop security (anti-virus, anti-malware). Cybersecurity awareness fundamentals andexpertiseinidentifyingthreatsFamiliarity with Microsoft Copilot andestablishedand emerging AI technologies, with the ability toleveragethese tools to enhance productivity, efficiency, and business outcomes, including the effective use of AI agents.Possessthe following personal attributes:Customerservice attitude.Uses empathy with customers to understand and deliver their needs.Focused onresultsand delivering customer satisfaction.Detail oriented. Handles details precisely.Interpersonal communication. Communicates well with people andestablishescredibility and trust.Written communication. Writes compelling and informative text.Task and time management. Manages the volume and variety of activity and produceaccurateoutputs on time.At Grosvenor, weseekto recruit and develop people who share our values – Integrity, Respect and Trust – and have the skills and ambition to help us implement our strategy. We stick to our promises, build lasting relationships with partners and work closely and responsibly with local communities.
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