Overview
Job Profile LSL Estate Agency Franchising are looking for a customer-focused and proactive Service Desk Support Analyst to join our IT Service Desk team based in Newcastle upon Tyne.
As part of a busy team supporting approximately 2,500 users across the LSL Group, you will be responsible for logging, troubleshooting and resolving a wide range of technical support queries. This is a fantastic opportunity for someone with previous Service Desk experience who enjoys problem-solving, working collaboratively, and delivering excellent customer service.
You will take ownership of support requests from initial contact through to resolution, ensuring all investigations are thoroughly documented within our ITSM system and handled in line with agreed SLAs. Working closely with internal IT teams and third-party suppliers, you will play a key role in maintaining system performance and improving service delivery.
Responsibilities
* Log, troubleshoot and resolve a wide range of technical support queries.
* Take ownership of support requests from initial contact through to resolution.
* Ensure investigations are thoroughly documented within the ITSM system.
* Work in line with agreed SLAs.
* Collaborate with internal IT teams and third-party suppliers to maintain system performance and improve service delivery.
Essential Skills & Experience
* Previous experience in a Service Desk or IT support role
* Strong problem-solving skills with the ability to seek effective solutions
* Excellent written and verbal communication skills
* Strong telephone manner and customer service skills
* Attention to detail and accurate record-keeping
* Experience working with Active Directory
* Experience supporting Windows 10 and Windows 11
* Experience working with SLAs and OLAs
* Strong time management and prioritisation skills
* Ability to multitask and manage competing demands
* A flexible and team-oriented approach
* Ability to work independently and under pressure
What We Offer
* Opportunity to work within a supportive and collaborative IT team
* Exposure to a broad range of systems and technologies
* Involvement in continuous service improvement initiatives
* A role where you can make a genuine impact on user experience across the business
Flexibility in working hours may occasionally be required to meet business needs.
About You
We are looking for someone who is organised, motivated and thrives in a fast-paced environment. You will have strong troubleshooting skills, excellent communication abilities, and a genuine passion for delivering outstanding customer service.
#J-18808-Ljbffr