At a Glance
- 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: Gain valuable experience in a supportive environment with flexible working hours.
- Other info: Collaborative team atmosphere with opportunities for continuous improvement.
- 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.
The predicted salary is between 25000 - 30000 £ 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. 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.
Responsibilities:- 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
Service Desk Support Analyst in Newcastle upon Tyne employer: LSL Property Services
At LSL Estate Agency Franchising, we pride ourselves on being an excellent employer, offering a dynamic work environment in Newcastle upon Tyne where collaboration and customer service are at the heart of our IT Service Desk team. With opportunities for professional growth, a supportive culture, and the chance to make a real impact on user experience, we empower our employees to thrive in their roles while enjoying the benefits of working within a large organisation that values innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Support Analyst in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LSL Property Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LSL Property Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Support Analyst in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LSL Property Services:Your cover letter is your chance to shine! Tell us why you want to work at LSL Property Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LSL Property Services!
How to prepare for a job interview at LSL Property Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
