IT Support Analyst

Job Description

An exciting opportunity has arisen for a highly motivated individual with exceptional customer service and communication skills to join our IT team as an IT Support Analyst. Reporting to the IT Operations Manager the successful candidate will collaborate with all the departments to support users and find solutions that fit the needs of the business.

Keystone Property Finance is an established Buy-to-Let Lender with a strong brand identity and over 25 years’ experience in the UK mortgage market.

The ideal candidate will have experience in a customer service environment, as you’ll be the first point of contact for users or brokers who have questions, challenges, and feedback on our systems. IT experience and expertise are beneficial, but not required, as we can teach this, however, a great attitude, work ethic and customer service skills are essential.

This role is predominantly office-based, with one day working from home per week after probation.

Key Responsibilities

People Related Tasks

• Use clear communications to liaise with colleagues to understand the specifics surrounding identified challenges.
• Liaise with Line Manager, escalating any specific areas for discussion or resolution.
• Have meticulous attention to detail with an ability to work in a methodical manner.
• Have a good telephone manner.

Daily Operations

• Triage support requests from internal staff and external customers.
  
• General IT support for our office in Kings Hill.
• Liaise with external business partners to resolve issues.
• Ad-hoc duties may be required.

KEY SKILLS/COMPETENCIES

Adaptability & Flexibility

• Strong analysis skills and logical approach to problem solving.
• High attention to detail.
  
• Redirects efforts proactively applying an understanding of the reasons to support colleagues.

Co-Operation and Teamwork

• Participates as a team member, creating effective and professional working relationships with colleagues.
• Co-operates openly and honestly with colleagues and participates in team activities, sharing experiences and ideas.
• Assists other team’s and team members when necessary.

Monitoring and Controlling Progress

• Actively monitors progress of day-to-day work and acts to achieve targets.
• Provides feedback to Line Manager of any potential challenges.

Knowledge of Process

• Basic understanding of Microsoft Office Products.
  
• Understanding the current organisational situation, identify future needs and create solutions to help meet those needs.

Communication

• Takes on board feedback from the business and communicates feedback to Line Manager where required.
• Communicating facts and concepts so they can be easily interpreted and understood by others.
  
• Communicates in plain English, speaking clearly and fluently and using correct grammar in all written work.
• Listens to instructions and passes on information as directed.

Planning Own Work

• Establish a daily course of action to accomplish day to day work targets.
• Is aware of team’s priorities, targets and objectives and plans own work accordingly.
• Is realistic with timescales.

Keystone's Values

Our values help define who we are as Keystone Property Finance. They come from the beliefs we hold, the way we behave, and how we want to work together for our customers. A successful candidate will demonstrate all these values:

• Resilience: Determination in our approach and perseverance.

• Adaptability: Embracing change and adapting our communication style to others.

• Integrity: Always doing the right thing and always with honesty.

• Excellence: Achieved through continuous improvement and as a natural result of committing to our shared values.