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- Tasks: Log, troubleshoot, and resolve technical support queries for 2,500 users.
- Company: Join LSL Estate Agency Franchising's dynamic IT Service Desk team in Newcastle.
- Benefits: Collaborative environment with opportunities for continuous improvement and skill development.
- Why this job: Make a real impact on user experience while enhancing your IT skills.
- Qualifications: Previous Service Desk experience, strong problem-solving, and communication skills required.
- Other info: Flexible working hours and exposure to diverse systems and technologies.
The predicted salary is between 30000 - 42000 £ per year.
LSL Estate Agency Franchising are looking for a customer-focused and proactive Service Desk Support Analyst to join our IT Service Desk team based in Newcastle upon Tyne. As part of a busy team supporting approximately 2,500 users across the LSL Group, you will be responsible for logging, troubleshooting and resolving a wide range of technical support queries. This is a fantastic opportunity for someone with previous Service Desk experience who enjoys problem-solving, working collaboratively, and delivering excellent customer service.
You will take ownership of support requests from initial contact through to resolution, ensuring all investigations are thoroughly documented within our ITSM system and handled in line with agreed SLAs. Working closely with internal IT teams and third-party suppliers, you will play a key role in maintaining system performance and improving service delivery.
- Previous experience in a Service Desk or IT support role
- Strong problem-solving skills with the ability to seek effective solutions
- Excellent written and verbal communication skills
- Strong telephone manner and customer service skills
- Attention to detail and accurate record-keeping
- Experience working with Active Directory
- Experience supporting Windows 10 and Windows 11
- Experience working with SLAs and OLAs
- Strong time management and prioritisation skills
- Ability to multitask and manage competing demands
- A flexible and team-oriented approach
- Ability to work independently and under pressure
We are looking for someone who is organised, motivated and thrives in a fast-paced environment. You will have strong troubleshooting skills, excellent communication abilities, and a genuine passion for delivering outstanding customer service.
Opportunity to work within a supportive and collaborative IT team, exposure to a broad range of systems and technologies, involvement in continuous service improvement initiatives, and a role where you can make a genuine impact on user experience across the business. Flexibility in working hours may occasionally be required to meet business needs.
Service Desk Support Analys in Newcastle upon Tyne employer: ICIMS
Contact Detail:
ICIMS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Analys in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current employees at LSL Estate Agency on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common Service Desk scenarios. Think about how you'd troubleshoot issues with Windows 10 or Active Directory. We want you to shine when it comes to demonstrating your problem-solving skills!
✨Tip Number 3
Show off your customer service skills during the interview! Share examples of how you've gone above and beyond for users in the past. Remember, they’re looking for someone who genuinely cares about delivering excellent support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Service Desk Support Analys in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous Service Desk experience and problem-solving skills. We want to see how you've tackled technical support queries in the past, so be specific about your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your customer service skills and your passion for IT support. Let us know why you’re excited about joining our team and how you can contribute to improving service delivery.
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your written application reflects that. Keep it clear, concise, and professional. We love a good story, so feel free to share examples of how you've effectively communicated with users or teams.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at ICIMS
✨Know Your Tech
Brush up on your knowledge of Windows 10 and 11, as well as Active Directory. Be ready to discuss how you've used these systems in previous roles, and think of specific examples where you solved technical issues.
✨Showcase Your Problem-Solving Skills
Prepare to share stories that highlight your troubleshooting abilities. Think of a time when you faced a challenging support request and how you resolved it. This will demonstrate your proactive approach and ability to take ownership of issues.
✨Communicate Clearly
Since excellent communication is key for this role, practice explaining technical concepts in simple terms. During the interview, focus on being clear and concise, especially when discussing your past experiences with customers or team members.
✨Emphasise Teamwork and Flexibility
Be ready to talk about your experience working in a team environment and how you handle competing demands. Highlight any instances where you adapted to changing priorities or collaborated with others to improve service delivery.