CRM Support Specialist - Hybrid IT Helpdesk

LSL Property Services plc; Chippenham; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

PRIMIS Mortgage Network, part of LSL Property Services plc, seeks an IT Support Specialist to join the Broker Support Team as a CRM Specialist in a hybrid Chippenham role. You will provide first and second-line CRM and technical support, owning incidents end-to-end and coordinating with analysts, developers and suppliers.

The role requires experience in CRM systems, incident management and IT security awareness.

Qualifications

• At least one year of IT/CRM support experience.
• Experience owning incidents from diagnosis to resolution.
• Troubleshooting across users, devices, apps, permissions, data and config.
• Ability to produce clear technical notes for developers/suppliers.
• Understanding information security principles including access control.

Responsibilities

• Provide first and second-line CRM support by phone, email, and remote access.
• Log and manage support tickets with complete details and resolution.
• Own incidents and service requests through investigation, resolution or escalation.
• Translate symptoms into actionable technical evidence for internal teams and third parties.
• Provide support for Mortgage Brain and Toolbox applications.
• Act as escalation point for application incidents and recurring issues.
• Reproduce faults, gather evidence, identify patterns, and differentiate root causes.
• Log and coordinate defects with stakeholders and suppliers.

Skills

IT support

CRM support

Incident ownership

Troubleshooting

Info security basics

Tools

ManageEngine ServiceDesk Plus

Intercom

MFA technologies

Active Directory

Microsoft Entra ID

Job description

PRIMIS Mortgage Network, part of LSL Property Services plc, seeks an IT Support Specialist to join the Broker Support Team as a CRM Specialist in a hybrid Chippenham role. You will provide first and second-line CRM and technical support, owning incidents end-to-end and coordinating with analysts, developers and suppliers.

The role requires experience in CRM systems, incident management and IT security awareness.