Overview
UK-Kettering. Trading since 1989, we're the UK's largest provider of property risk expertise and residential surveying services. We complete more than one property inspection every 12 seconds and employ over 600 surveyors, providing nationwide coverage with local knowledge. We are part of the LSL Property Services PLC Group, including Your Move, Reeds Rains, and the PRIMIS mortgage network. We work with lenders, intermediaries, social housing entities, estate agents, and 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 8am and 8pm. The individual should be adaptable to changing IT support and business requirements, and able to multi-task and share knowledge with peers.
Responsibilities
* Develop a trusted service desk that the business is proud of
* Maintain a high performing Service Desk and act as an ambassador for the IT Department
* Coordinate, allocate, and supervise the 1st Line team in daily duties (JML, Incident, Change, Reporting)
* Distribute and assign support tickets to the team, ensuring response SLAs are met
* Provide daily, weekly, and monthly metrics/KPIs to identify improvement opportunities
* Ensure necessary processes are in place, fit for purpose, and adhered to
* Keep records of weekly/monthly operations on the Service Desk to track customer needs and services provided
* Support onboarding of new starters and handle escalations from end users for active tickets/requests
This role will also:
* Provide IT support as part of a small Service Desk team handling phone calls and IT assistance requests
* Maintain a high degree of customer service, take ownership of user problems, and communicate progress timely
* Identify improvement opportunities and communicate them to the Service Desk Team Leader
* Assist with assigned projects and tasks
* Be the go-to person for support/escalations on tickets from colleagues
* Deputise when the Service Desk Team Leader is absent
Experience
Preferred experience
* Microsoft Windows 10 knowledge/awareness
* Microsoft Office 2016 knowledge/awareness
* Active Directory Administration
* O365 knowledge/awareness including email support
* Awareness of ITIL practices and processes
* Able to work to SLAs
* 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 work independently 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.
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.
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