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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 flexible hours.
- Why this job: Make a real impact on user experience while developing your IT skills.
- Qualifications: Previous Service Desk experience and strong problem-solving abilities required.
- Other info: Fast-paced role ideal for organised and motivated individuals.
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.
Responsibilities- Log, troubleshoot and resolve a wide range of technical support queries.
- Take ownership of support requests from initial contact through to resolution.
- Ensure investigations are thoroughly documented within the ITSM system.
- Work in line with agreed SLAs.
- Collaborate with internal IT teams and third-party suppliers to maintain system performance and improve 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.
- 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.
- 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.
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.
Service Desk Support Analyst in Newcastle upon Tyne employer: LSL Property Services plc
Contact Detail:
LSL Property Services plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Analyst 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 maybe even a referral!
✨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 they ask about your problem-solving skills!
✨Tip Number 3
Show off your customer service skills during the interview. Share examples of how you've handled tricky situations in the past. Remember, they’re looking for someone who can deliver excellent service under pressure!
✨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, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Service Desk Support Analyst in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous Service Desk experience and any relevant technical skills, like working with Active Directory or supporting Windows 10 and 11.
Craft a Compelling Cover Letter: Use your cover letter to showcase your problem-solving abilities and customer service skills. Share specific examples of how you've successfully resolved technical issues in the past and how you can contribute to our team.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate attention to detail, so make sure your written communication is free from errors and easy to read.
Apply Through Our Website: We encourage you to apply directly through our website. This way, you’ll ensure your application reaches us quickly and you’ll have access to all the latest updates about the role and our team!
How to prepare for a job interview at LSL Property Services plc
✨Know Your Tech
Brush up on your technical knowledge, especially around Windows 10 and 11, as well as Active Directory. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your customer service experience. Think of times when you went above and beyond to help a user or resolved a particularly tricky issue. This will demonstrate your proactive approach and commitment to excellent service.
✨Familiarise Yourself with SLAs
Understand what SLAs and OLAs are and be prepared to discuss how you've worked within these frameworks in previous roles. Showing that you can manage time effectively and prioritise tasks according to these agreements will impress the interviewers.
✨Collaborative Mindset
Since the role involves working closely with internal IT teams and third-party suppliers, think of examples where you've successfully collaborated with others. Highlight your ability to communicate clearly and work as part of a team to achieve common goals.