Technical Services Analyst

What it's like to work at Landmark:

At Landmark, you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.

Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.

We offer a range of benefits to support your well-being and career growth, including:

• Competitive Salary
• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
• Annual Lifestyle Allowance: £300 to spend on an activity of your choice
• Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
• Private Health Insurance: Provided by Vitality
• Group Income Protection Scheme
• Charitable Fundraising: Matched funding for your efforts
• Cycle to Work and Gym Flex Schemes
• Internal Coaching and Mentoring: Available throughout your time with us
• Training and Career Progression: A strong focus on your development
• Family-Friendly Policies
• Free Parking

Join us at Landmark and be part of a team that supports your ambitions and growth, both personally and professionally.

The Opportunity

The Technical Services Analyst is both a technical and operational role supporting 1st Line Analysts and providing expertise to troubleshoot skills relating to the LVS portfolio of applications.

There is also a requirement to engage with internal and external stakeholders to resolve incident related queries and to provide major incident management.

The role will involve:

• Being an ambassador for LVS at every contact with external customers and internal teams alike – focussing on the customer experience; delivering world class service at all times.
• Troubleshooting complex IT problems and resolving issues within the boundaries of the role’s remit.
• Documenting common problems and liaising with DevOps and Development teams where resolution of a problem requires more detailed knowledge.
• Maintaining motivation and focus within a highly technical team, providing input into training requirements for more junior members of the team.
• Providing a focus on Knowledge Management and reducing Key Person Dependencies across the team.
• Conducting periodic skills gap analysis with 1st Line, Technical Services (LVS) and LVS DevOps resolvers, helping to identify and plan delivery of required training through all tiers.

About you

You will be a strong communicator with excellent problem-solving skills and high attention to detail.

You will also have/be:

• Previous experience in a technical service desk role, varying hardware and software platforms.
• Staff supervisory experience would be an advantage, although not essential.
• The ability to understand user requirements and translate into technical solutions.
• A structured approach to troubleshooting IT and technical issues.
• An understanding of the LVS application portfolio (Dataweb; SPN; Q Mobile; VRM; Vantage Products).
• Ideally some exposure to Azure.
• IT Degree (or equivalent), CompTIA A+ (or equivalent) and ITIL v3 Foundation would all be an advantage.