Technical Support Analyst

This job is with London & Country Mortgages, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Are you passionate about technology and helping people solve problems? This is a fantastic opportunity to build your IT career in a supportive team where you'll gain exposure to a wide range of technologies, receive ongoing training and development, and play an important role in keeping our business connected and productive.

As part of our Service Desk team, you'll be the first point of contact for around 1,000 users, many of whom work remotely. You'll help colleagues stay productive by resolving technical issues, providing advice, and ensuring a smooth experience across our technology platforms.

Working closely with our Technology Support, Infrastructure, Operations and Development teams, you'll gain hands-on experience across a broad range of technologies while developing your technical and professional skills in a supportive & dynamic environment.

What You'll Be Doing

• Providing first-line technical support via phone, email, chat and face-to-face interactions
• Troubleshooting and resolving hardware, software and user account issues
• Managing user accounts and permissions within Microsoft Active Directory
• Supporting Windows 10 and Windows 11 devices, including deployment, configuration and maintenance
• Assisting users with Microsoft 365 applications and collaboration tools
• Deploying and supporting laptops, mobile devices and peripheral equipment
• Managing printers and print services across the business
• Supporting anti-virus and endpoint security solutions
• Assisting with LAN connectivity, network patching and basic network troubleshooting
• Supporting thin client devices and Azure virtual environments
• Working with third-party suppliers to resolve software and service issues
• Contributing to continuous improvement initiatives and helping identify opportunities to enhance our IT services
• Maintaining accurate records within our IT Service Management (ITSM) platform
• Escalating complex issues where required and taking ownership through to resolution

Please note: This role will also have a weekend working requirement, to ensure we always have broad coverage of service, able to resolve any issues and keep our teams going smoothly over the weekends.

About You

We're looking for someone who enjoys solving problems, learning new technologies and delivering excellent customer service. Whether you've gained experience in a Service Desk, Helpdesk, IT Support or similar role, you'll be eager to develop your career in a fast-paced and collaborative technology environment.

You'll Bring

• A genuine interest in technology and developing your technical skills
• Strong communication and interpersonal skills
• A customer-focused approach with the ability to explain technical concepts clearly
• Good troubleshooting and problem-solving abilities
• Strong organisational skills and attention to detail
• The ability to prioritise workload and remain calm under pressure
• An understanding of IT security, data protection and best practices

Nice to Have

• Previous experience in a 1st Line Support, Helpdesk or IT Support role
• Experience using ITSM tools
• Exposure to Microsoft 365 and Azure environments
• Basic networking knowledge
• ITIL Foundation certification (or a desire to work towards it)

Why Join L&C?

Because here, your growth matters. We're on a journey at flying pace with no signs of slowing down, and we want YOU to be a part of it. We'll invest 110% into you and your development, all we ask for is that 110% effort in return.

As an employee of L&C, some of the benefits you can expect include:

• 24 days holiday, as well as bank holidays + your birthday off (both non inclusive of your base holiday allowance)
• Access to our comprehensive benefit provider Perkbox (discounts, wellbeing support & more), and many more benefits
• Recognition schemes like "The Extra Mile" awards within L&C, or even one day industry awards
• Regular social events (Summer & Winter company wide parties + much more)

At London & Country Mortgages, we are committed to fostering a recruitment and selection process that is inherently diverse and inclusive. We believe in the strength that comes from a variety of perspectives, backgrounds, and experiences, and we actively seek to create an environment where individuals from all walks of life feel welcome and valued. Our commitment to diversity and inclusion is not just a goal; it is a fundamental part of our organisational culture, driving us to continuously enhance our practices to ensure that every candidate has an equal opportunity to contribute and thrive within our community.

FCA Certification Regime & Conduct Rules

L&C is authorised and regulated by the FCA and is classified as an Enhanced Firm under the Senior Manager's and Certification Regime (SM&CR). This role is subject to the 6 FCA Conduct rules and you will be expected to adhere to them at all times. Any confirmed breaches of the Conduct Rules will be reported to the FCA annually. Should you apply for a Certified role in another financial services firm then L&C may be required to disclose this information in a Regulatory Reference request.

You must act with integrity

You must act with due care, skill, and diligence

You must be open and cooperative with the FCA, the PRA and other regulators

You must pay due regard to the interests of customers and treat them fairly

You must observe proper standards of market conduct

You must act to deliver good outcomes for retail customers