Hiring Manager - Chris Murphy
Closing Date: 1st April 2025
Main Responsibilities:
- Service Desk Ticket Resolution:
- Drive the resolution of customer enquiries, incidents, and requests through Service Desk Tickets by applying technical expertise, product knowledge, and problem-solving skills.
- Manage tickets to resolution by leveraging the skills and knowledge of other teams within the company.
- Second-Level Support:
- Act as the primary second-level support for investigating technical issues and providing solutions.
- Ensure ownership of issues through to resolution.
- First-Level Support Assistance:
- Support and substitute for first-level Service Desk Analysts when necessary.
- Participate in out-of-hours paid on-call rotas, no more frequently than once every four weeks.
- ITIL Processes and Company Standards:
- Follow ITIL processes and ensure company policies and standards are met.
- Contribute to maintaining policies and technical documentation, ensuring process outputs, resolution reports, process documents, and knowledge base articles are up to date.
- Ticket and Documentation Management:
- Keep tickets and other documentation up to date at all times, following current processes.
- Interface with other groups/teams within the company when ticket resolution falls outside your knowledge and skillset, ensuring tickets are managed to resolution.
- ITSM Toolset Administration:
- Responsible for all operational administration tasks of the ITSM toolset (currently Zendesk).
Team Activities:
- Team Motivation and Focus:
- Maintain motivation and focus within a highly technical team, fostering a strong culture of technical and customer service excellence.
- Customer Enquiries and Incident Resolution:
- Endeavour to answer and resolve all customer enquiries, requests, and incidents quickly and effectively, aiming for first-touch fix resolution.
- Ensure tickets are updated promptly to reflect all pertinent details and actions taken for resolution, escalating to higher levels if needed.
- Training and Knowledge Sharing:
- Train other team members and share knowledge gained or utilities built in ticket resolution.
- Identify personal training needs or opportunities to enhance your skills and knowledge for future first-touch resolution.
Systems/Application Support:
- Smooth Functioning of Platforms:
- Work closely with other Technical Analysts to ensure the smooth functioning of Landmark DTS Solutions platforms and provisioned services.
- Proactive Support:
- Provide proactive support in responding to customer enquiries, diagnosing issues, and deciding on the most appropriate solutions while ensuring Service Level Agreement targets are met.
- Own incident ticket resolution and collaborate with second-level teams to take necessary actions, ensuring the availability of key Landmark DTS Solutions applications and systems.
- ITSM System Utilization:
- Use the in-house ITSM system to record and track progress of incident, request, and problem resolution, identifying trends or repeat incidents.
- Create and update Knowledge Base articles to improve fault resolution at first-line support and assist in providing training and support to customers.
- Operational Administration:
- Provide operational administration of the ITSM toolset (currently Zendesk), including setting up users, maintenance tasks, reporting, automation, and configuration for new contracts.
Systems Development:
- Product and Service Improvement:
- Support Landmark DTS Solutions in providing new and improved products and services.
- Actively seek opportunities to innovate and improve services and reduce incidents.
- Troubleshooting and Development:
- Assist with ongoing troubleshooting and development of systems.
- Stay updated with changes and advances in the IT industry, systems development, and new product releases.
- Continuous Improvement:
- Support continuous improvement through technical initiatives.
About You
You will possess strong technical competence, with experience in a technical service desk role and the ability to analyse problems to provide effective solutions. You will be an excellent communicator, driven by a desire to deliver a world-class customer service experience.
You will also have/be:
- Exceptional organisational and problem-solving skills
- Meticulous attention to detail and a commitment to quality
- Ability to manage multiple tasks and thrive under pressure
- Proficiency in troubleshooting IT systems and applications
- Microsoft Certified Professional or equivalent certification
- CompTIA A+ or equivalent certification
- Familiarity with technologies such as C#, Azure, SQL, Visual Studio, .NET, Azure SQL Server, and Power BI
- Knowledge of ITSM toolsets, preferably Zendesk
Top Skills
What We Do
Landmark Information, part of the Daily Mail General Trust, is the UK’s leading provider of land and property search information, including digital mapping, environmental risk reports and sophisticated property management tools to all property professionals such as Architects, Surveyors, Lenders, Environmental Consultants and Estate Agents. Giving access to the largest repository of professional mapping and data in the UK – including, small and large scale digital mapping and data, GIS, historical maps, aerial photography and site intelligence reports, together with high-quality environmental risk and planning information. our focus on quality data enables us to provide unrivalled expertise and solutions that create peace of mind for our customers. We work closely with industry leaders including Ordnance Survey, the Environment Agency, the Coal Authority and the British Geological Survey which enables Landmark to offer the most accurate data and information which has established Landmark as one of the largest geographical information databases in Europe.
