IT Service Desk Analyst
2 months ago
About Landmark Information
At Landmark Information, we're a dynamic and supportive team that values innovation, collaboration, and continuous improvement. We're passionate about delivering exceptional customer service and fostering a culture of excellence.
Our Team
We're seeking an enthusiastic IT Technical Support Analyst with a passion for Application Support to join our Landmark Valuation Services (LVS) Service Desk team. As a key member of our team, you'll play a vital role in ensuring customer enquiries and incidents are resolved in a timely and professional manner.
Key Responsibilities
- Provide world-class customer service by resolving customer enquiries and incidents in a timely and professional manner.
- Ensure accurate prioritization, investigation, and resolution of incidents using our internal system.
- Collaborate with the 2nd Line, DevOps, and Engineering teams to investigate customer-affecting bugs and issues.
- Contribute to knowledge enhancement by creating and updating knowledge base articles to improve fault resolution at 1st Line.
About You
We're looking for a strong communicator with high attention to detail, ideally with previous experience in a technical service desk role. You'll be a team player with a willingness to take ownership of issues and manage progress until resolved.
Requirements
- Minimum A-level standard or equivalent.
- Highly analytical with excellent organisation and problem-solving skills.
- Ability to actively listen and understand user requirements and translate into technical solutions.
- Customer service experience.
Desirable Skills
- CompTIA A+ or equivalent.
- ITIL v3/v4 Foundation or previous Service/Support Desk experience.
- Basic Windows troubleshooting skills.
- Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc).
- Basic IT security knowledge (firewalls, anti-virus, etc).
- Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.
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