1st Line Technical Support Analyst

6 days ago

Reading, Reading, United Kingdom Landmark Information Group - Internal Full time £25,000 - £40,000 per year

Hiring Manager - Liam Owers

The Opportunity 

We are currently seeking an enthusiastic 1st Line Technical Support Analyst with an interest in Application Support to join our team. Someone with drive, passion and creativity, helping keep Landmark at the cutting edge of technology.

Working within the Landmark Valuation Services (LVS) Service Desk team, the IT Support Analyst must ensure customer enquiries and incidents are resolved in a timely and professional manner, delivering a world class customer service experience. You will ensure the internal system is used to record and control all service desk contact, with the accurate prioritisation, investigation, and resolution of incidents. Additionally, you will be required to assist the 2nd Line, DevOps and Engineering teams with the investigation of customer-affecting bugs and issues. You will also be a key contributor to knowledge enhancement by proactively creating and updating knowledge base articles to improve fault resolution at 1st Line.

About You

You'll be stepping into an inspiring career with real opportunities for growth. We hire ambitious and passionate talent into our business and are proud of the steps we take to maximise potential in our employees, nurturing and supporting their professional and personal development. 

Specific skills and technologies can be learned. Your adaptability, aptitude and chiefly attitude are the most important thing in helping us to set you on the path to success.

You will be a strong communicator with high attention to detail, ideally with previous experience in a technical service desk role. We are looking for somebody who has an interest in Application Support or Software Development career paths.

 You will also have/be:

  • Minimum A-level standard or equivalent.
  • Highly analytical with excellent organisation and problem-solving skills.
  • Willingness to take ownership of issues and manage progress until resolved.
  • Ability to actively listen and understand user requirements and translate into technical solutions.
  • Customer service experience

Desirable but not essential:

  • 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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