Senior IT Helpdesk Analyst

At KFH we are looking for an Senior IT helpdesk analyst to join our IT team in Wimbledon.

Do you have a good understanding and working knowledge of Microsoft 365 including Outlook, Excel and Word, Microsoft Teams, Intune and Microsoft Windows 10 operating system? Are you experienced with Active Directory, SCCM, Azure, Teams calling, Freshservice ITSM and Mimecast an advantage? Do you have experience in forming and developing great relationships with customers and colleagues? We’re looking for an individual that can collaborate with others, share their knowledge and skills. At KFH we are continuously looking for opportunities to improve and are looking for an IT helpdesk team lead to bring new thinking and embrace our legacy.

At KFH, with over 60 branches across the capital we are London’s largest independent property services groups, and we are growing! As one of London’s leading property services groups we offer a range of property services including block management, commercial, residential, and financial services. We manage over 15,000 residential and commercial units in different mixed-use schemes across 130 locations in London, with a combined portfolio worth £10 billion. In addition to this, we have one of the largest teams of qualified chartered surveyors and valuers in London and provide a whole range of services for corporate and private clients. Our employees are at the heart of our business and help to drive our success by supporting each other and providing exceptional service with care in order to achieve the right results with integrity. We pride ourselves on working in collaboration and valuing experience as well as encouraging new thinking.

You will report into our IT Service Delivery Manager.

Responsibilities of an IT helpdesk team lead include:

• Assisting leading a busy helpdesk team of three analysts
• Provide first and second line support to the company’s IT users on our IT Service Management solution, Freshservice, with enquiries coming from Teams calling, email and in person
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Manage the Onboarding processes for new starters, employee transfers and leavers
• Take ownership of user problems and be proactive when dealing with user issues
• Respond to enquiries from users and help to resolve hardware, software and inhouse system problems
• Ensure all user requests are logged onto the company’s ticket management software
• Manage the prioritisation and urgency of tickets based on how the issue impacts the business, ensuring that all IT issues are quickly assessed and assigned to the right individuals and teams

At KFH we are looking for an IT helpdesk team lead with a strong understanding of PC and laptop hardware set-up and configuration, an individual that is to navigate and set up iPhone, iPad, and Android devices. Someone hat offers outstanding communication, and someone who is passionate about delivering excellent customer service to all of our clients whilst achieving the right results, and enhancing our reputation.

Company benefits include:

• Great compensation package
• Financial support in gaining qualifications
• Access to our company wide incentive schemes
• Through KFH’s dedicated Talent Development team you will have access to a range of in person and online training programmes that will support you in your role and in your longer term career development
• Gym membership discounts
• Cycle to work scheme
• Discounts on the High street – restaurants, retail, flights, and technology
• Life Assurance

Each year we celebrate success by hosting a companywide Awards Ceremony, also we have many seasonal social events throughout the year. We also have regular involvement with our chosen London-based charity, London Youth. Activities vary from cake sales to Tough Mudder to marathons and we encourage our employees to participate. We pride ourselves in fantastic customer service, exceptional communication and delivering the right results.

KFH is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees.

KFH. People. We get it.