UK-Kettering Trading since 1989, we're the UK's largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge. We're part of the LSL Property Services PLC Group, which includes household names Your Move and Reeds Rains, as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers. We have an exciting opportunity for a 1st Line IT Technician to join our forward thinking service desk team. This role works on a shift pattern between the hours of 8am and 8pm This individual will be adaptable to the ever changing IT support requirements, and business requirements, and have the ability to multi task and share their knowledge with their peers. The main responsibilities: This role will assist the Team Leader to: Develop a trusted service desk that the business is proud of Maintain a high performing Service Desk and be an ambassador for the IT Department Coordinate, allocate and be responsible for the 1st Line team members in their daily duties, to include but not limited to JML/Incident/Change and Reporting Distribute and assign support tickets to the team, ensuring response SLAs are met Provide daily, weekly, and monthly metrics and KPI’s that are evaluated and assessed to help formulate improvement opportunities Ensuring all the necessary processes are in place and that these are adhered and are fit for purpose and in place Keeping record of weekly/monthly operations on the Service Desk to track customer needs and services provided Support the team in the induction and onboarding of new starters and support in handling escalations from end users relating to active tickets/requests This role will also: Provide IT support as part of a small Service Desk team dealing with support phone calls and requests for IT assistance Maintaining a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user, whilst communicating progress in a timely manner Playing an active role in identifying improvement opportunities and ensuring that these are communicated to the Service Desk Team Leader Assisting with assigned projects and tasks. Be the ‘go-to’ individual for support/escalations on tickets from colleagues Deputise when the Service Desk Team Leader is absent Preferred experience: Microsoft Windows 10 knowledge / awareness Microsoft Office 2016 knowledge / awareness Active Directory Administration O365 knowledge / awareness including email support Awareness of ITIL practises and process Able to work to SLA’s Familiar with LAN (and WAN) technologies Familiar with service desk technology solutions Familiar with VPN technologies. Familiar with supporting internal and remote users Essential experience: Good communication both written and verbal Strong customer service and customer focus Good clear and confident telephone manner Ability to prioritise requests, problems and other tasks Excellent time management and organisation Self-motivated with proactive attitude Able to demonstrate initiative and ability to work alone at times Work experience in the service industry Apply If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Alka Tarfadar on 07751808563 or recruitment@esurv.co.uk – alternatively apply with your CV and covering letter for a quick response. LSL Property Services are dedicated to protecting your data – our Recruitment Privacy Notice can be viewed HERE PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we'll be happy to explain the process.