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About the Role
As a Service Desk Analyst, you will provide first-line support for Rightmove colleagues, troubleshooting issues across systems, applications, and the company website. This role offers exposure to various technologies, requiring problem-solving skills and clear communication with stakeholders at all levels. You will collaborate with Product Development teams to deepen your understanding of business areas and technologies, making a significant impact while growing your career.
Responsibilities
- Troubleshoot and resolve issues across customer-facing and internal systems, handling priority calls and escalations.
- Use SQL queries to diagnose problems and help prevent future incidents.
- Act as a technical liaison between development teams, external providers, and users to resolve issues.
- Log, track, and prioritize support tickets in line with SLAs, reporting on major incidents and participating in post-incident reviews.
- Set up and provision laptops and MacBooks, ensuring a smooth onboarding experience for new starters.
- Collaborate with Product Development and Infrastructure teams, share updates on new features, and support the upskilling of front-line teams.
- Provide remote and on-site 1st line support.
- Develop a deep understanding of Rightmove’s business processes and technologies to deliver effective solutions and drive continuous improvements.
- Work collaboratively across departments to ensure seamless technical support and contribute to enhancing the user experience.
Requirements
- A passion for analyzing and diagnosing issues to identify root causes.
- A quick learner who loves to share knowledge and is eager to understand how systems and data work together.
- The ability to maintain calm judgment under pressure and adapt positively to change.
- Clear communication skills, excellent service, and a genuine appreciation for team input.
- A structured, organized, and self-motivated approach while taking responsibility for outcomes.
- The confidence to challenge requirements, resolve conflicts diplomatically, and adapt your style to suit your audience.
- At least 1 year of experience in a similar support role.
- A desire to exceed expectations.
- Proactive in exploring how AI can support your own workflow and productivity, approaching it with curiosity and an open mind.
Skills
- Strong problem-solving skills
- Effective planning and organization
- Ability to prioritize and multitask effectively with minimal guidance
- Confident, clear, and concise communication with both technical and non-technical audiences
- Skill in choosing the right communication methods and encouraging two-way dialogue
- Ability to inspire effective communication and collaborative problem-solving
- Knack for recognizing and delivering improvements in team processes
- SQL queries
Location
- London
Work Type
- Hybrid
- Remote
- On-site
Experience Level
- At least 1 year of experience in a similar support role
Salary/Compensations
- Competitive compensation package
Benefits
- Cash plan for dental, optical and physio treatments
- Private Medical Insurance
- Pension
- Life Insurance
- Employee Assistance Plan
- 27 days holiday plus two (paid) volunteering days a year
- Holiday buy schemes
- Contributory stakeholder pension
- Life assurance at 4x your basic salary
- Paid leave for maternity, paternity, adoption & fertility
- Travel Loans
- Bike to Work scheme
- Rental Deposit Loan
- Charitable contributions through Payroll Giving and donation matching
- Access deals and discounts on travel, electronics, fashion, gym memberships, cinema discounts and more
About the Company
- Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen.
- We’re home to the UK’s largest choice of properties and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what’s on the market.
- Despite this growth, we’ve remained a friendly, supportive place to work, with employee #1 still working here!
- We’ve done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include: We create value, We think bigger, We care deeply, We move together, We make a difference.
- We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events.
- 88% of Rightmovers say we’re a great place to work.
Equal Opportunity
- As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy/maternity or sexual orientation.
- At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success.
- We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.