Customer Support Partner

We’re Landsec

Sustainable places. Connecting communities. Realising potential. We live by these principles to create great experiences for people, now and in the future.

We create places that make a lasting positive contribution to our communities and our planet. We bring people together, forming connections with each other and the spaces we create. And we provide our customers, partners, and people with a platform to realise their full potential.

Purpose of job

At Landsec, Customer Support Partners are key members of our Digital Workplace Delivery team, responsible for providing technical support to colleagues for technology services across Landsec.

They are responsible for the day-to-day delivery of key service management processes - Incident Management, and Service Requests.

This role requires a breadth of knowledge in Landsec’s technology services to provide guidance on how best to use them and exceptional customer service skills to provide the appropriate level of care for all requests.

Principal accountabilities
- Acts as the first point of contact for customers seeking technical assistance via the support bar and telephone. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
- Deliver regular and appropriate communications to users regarding the progress of individual Incident and Service Requests.
- Provides investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
- Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Following agreed procedures, identifies, registers and categorises incidents.
- Receives and responds to routine requests for security support. Maintains records and advises relevant persons of actions taken. Assists in the investigation and resolution of issues relating to access controls and security systems.
- Maintains knowledge management systems and content to meet business needs.
- Uses agreed procedures to create and maintain an accurate register of assets. Performs activities related to administration and lifecycle management of assets. Produces routine reports to assist asset management activities and decision making.
- Contributes to creation of compelling and clear end user content, including communications and guides, to aid the use of Landsec’s technology services.

Key competencies
- A strong service-oriented attitude, committed to meeting and exceeding customer expectations.
- Works under general direction within a clear framework of accountability. Exercises personal responsibility and autonomy.
- Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners.
- Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues. Demonstrates and applies an analytical and systematic approach to issue definition and resolution.
- Has a sound generic, domain and specialist knowledge necessary to perform effectively in the organisation typically gained from recognised bodies of knowledge and organisational information.
- Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences.
- Contributes fully to the work of other relevant teams. Appreciates how own role relates to other roles and to the business of the employer or client.
- Understands how own role impacts security and safety and demonstrates routine security and health and safety practice and knowledge required for own work.
- Takes the initiative in identifying and negotiating appropriate personal development opportunities.

Knowledge, experience and qualifications

Essential
- Excellent customer service skills
- Demonstrate problem solving and cross team collaboration skills.
- Strong capability to understand and translate technical information into impactful, relevant user information.

Desirable
- Knowledge of modern workplace technology products
- Understanding of common Microsoft platforms and productivity technologies Microsoft 365, Exchange, Teams, OneDrive and SharePoint.
- Experience of PC hardware troubleshooting and problem solving.
- Windows 10/11 and Active Directory administration
- End user training skills.
- CompTIA A+, ECDL / ICDL certification.
- MCP certification in related technologies.