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TIS Service Desk Team Leader

TIS Service Desk Team Leader

Posted 18 October 2018 by Landmark Information Group
Featured Ended

About Us

Landmark Information Group is a portfolio of leading property-related data and technology businesses at the forefront of innovation and thought leadership. It delivers award-winning solutions to estate agency, conveyancing, surveying, lender valuations, environmental consultancy, and Governments. Capabilities range from property search provision, expert opinion and interpretation to conveyancing case-management, floor-planning software, valuation modelling and a property listings portal. Clients are served through market leading applications and services that connect businesses, government departments and consumers together - reducing risk, creating transparency and saving both time and money for all parties.

As the UK’s largest custodian of land, property and environmental data in the UK, using a combination of AI, machine learning and domain experts to provide marketing leading and trusted interpretation. Our data and backed by technology innovation and entrepreneurialism, making Landmark uniquely placed to lead the next wave of digital transformation in the markets we are passionate about.

About the opportunity

This is an experienced Team Leader role working as part of a team to service and support a range of hardware and software systems within Landmark. The role is responsible for managing multiple concurrent tasks with varying technologies in an exciting competitive environment, with exposure to a wide range of existing and emerging technologies.

The role will support products, services and systems via on premise, cloud or co-located/managed platforms. The role is also responsible for mentoring and coaching junior and less experienced technical support and service analysts as well as working under the direction of the wider Operations team.

The role will also work closely with Landmark’s Information Security function ensuring all deliverables adhere to the DMGT security and compliance baselines.

The role will involve:

  • To instil discipline in the Service Desk team and support any appropriate and relevant SLA framework.

  • To provide technical service and support activities for Landmark internal and external customers.

  • To support the Operations Team in ensuring the smooth functioning of Landmark’s applications and systems; to liaise with customer/technical support teams, application support, developers, product managers, suppliers and other System Administrators as required to ensure the same level of service.

  • To provide operational support in responding to users’ calls, diagnosing and deciding on the most appropriate solution; to liaise with the system suppliers or other Landmark colleagues and departments to ensure speedy resolution of any service issues.

  • Work with other support analysts and service delivery managers to identify repeating incidents and escalate into the Problem Management log.

  • To ensure Landmark’s applications and systems are functioning correctly, by feeding support issues and improvement opportunities to the DevOps and Operations functions.

  • Support operations engineers in their efforts to analyse systems to ensure that they are capable for future planned capacity and functionality.

  • Operation of support tools in accordance with agreed operational practices and proactively champion improvement opportunities.

  • To support Landmark’s IT Development process in the provision of new and improved products and services via support to the DevOps function.

About you

The role will require someone with varied experience in a service and support role, with strong experience providing technical customer support in a similar field, effective ticket management, team coaching and who will actively contribute to on-going service and support of applications and services. Someone with a confident manner who has strong communication and leadership skills with the ability to drive innovation.

Required skills

  • Helpdesk
  • 2nd Line

Reference: 36046171

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