IT Helpdesk Consultant

IT Technical Specialist - Chippenham Part of LSL Property Services plc, PRIMIS Mortgage Network are the largest dedicated Mortgage and Protection Network in the UK and operate within the Financial Service sector. Based within our Chippenham offices (and Home), we are looking to recruit an experienced IT Technical Specialist to join our large IT team. The role can be partial home working and partial office based in Chippenham 50/50 - Initially whilst training the role is fully office based. The role is Full Time. PRIMIS Mortgage Network prides itself in supporting Mortgage and Protection advisory experts in delivering the very best in quality customer service. Through an effective and efficient service of high-quality tailored advice, we believe our customers should receive a service that they want to go back to again. The role is to work alongside the IT Support team supporting internal and external users in the use of IT and Associated Systems The salary for the role is negotiable DOE between £24,000 and £28,000. Key Responsibilities To Include –

• Provide first and second-line IT support to staff, brokers and advisers via telephone, email, remote support and face-to-face assistance.
• Take ownership of incidents and service requests from initial diagnosis through to resolution or escalation, ensuring users are kept informed throughout.
• Support and troubleshoot business-critical applications including Mortgage Brain, Toolbox and other supported systems.
• Investigate application faults, gather technical evidence, coordinate with developers and suppliers, and manage defect resolution activities.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Active Directory and Microsoft Entra ID.
• Complete joiner, mover and leaver activities, including user provisioning, permissions management and secure access removal.
• Build, deploy, configure and support Windows 11 devices, mobile devices, VPNs, MFA and endpoint security solutions.
• Support incident management activities, including major incidents, service restoration, security investigations, phishing incidents and root cause analysis.
• Manage IT assets and service platforms such as ServiceDesk Plus and Intercom, maintaining accurate records and supporting the full asset lifecycle.
• Create and maintain documentation, knowledge articles, SOPs and operational reports, while identifying opportunities for automation and continuous service improvement. Required Experience And Attributes - - Communication – Actively listening to others, seeking, and encouraging feedback and contribution from all levels.
• Comfortable on the phone, communicating openly and at a level relevant to the audience. Speaking clearly and concisely, with confidence.
• Strong written communication skills for documentation and client correspondence.
• Customer Focus - Being aware of and responding positively to internal and external customer needs and feedback.
• Strong teamworking ability, collaborating effectively with colleagues and clients.
• Highly organized individual with the ability to make effective decisions, analysing and solving problems as appropriate.
• Minimum 1 years' experience in IT/CRM systems support. If you are interested in applying for this position, please forward your CV with covering letter in confidence to james.mcnee@primis.co.uk of the PRIMIS / LSL in house recruitment function