IT Helpdesk Support

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

IT Support Specialist - Hybrid, Chippenham

UK-Chippenham

PRIMIS Mortgage Network are the largest dedicated Mortgage & Protection Network in the UK with some 3000 advisors and circa 1000 AR partner firms nationally. PRIMIS form part of the LSL Property Services plc group.

We are recruiting for a new colleague to join our Broker Support Team as a Broker Success Partner - CRM Specialist. The team are an integral part of our relationships with our broker partners nationally.

The Broker Success Partner ‑ CRM Specialist provides first and second-line CRM and technical support. The role supports business-critical CRM services, acts as an escalation point for application issues and contributes to continuous improvement.

The successful candidate will exercise sound technical judgement within defined authority, retaining ownership of incidents and requests while coordinating with analysts, developers, project teams, and suppliers.

The role is a hybrid role with circa 50/50 split of working from office / home and is in our Chippenham HQ.

Main Accountabilities

• Provide first and second-line CRM support, brokers and advisers by telephone, email, and remote support.
• Record complete and accurate support tickets, including the issue, impact, affected users, troubleshooting undertaken, evidence gathered and resolution.
• Own incidents and service requests through investigation, resolution, or effective escalation, keeping users informed throughout.
• Translate user-reported symptoms into clear, actionable technical evidence for internal teams and third parties.
• Provide first-line and escalated support for Mortgage Brain and Toolbox applications.
• Act as a technical subject-matter expert and escalation point for application incidents and recurring issues.
• Reproduce faults, gather evidence, identify patterns, and distinguish between user, process, data, configuration, and suspected software-defect causes.
• Log and coordinate defects with analysts, developers, project teams, suppliers, and system stakeholders, retaining clear ownership through investigation and resolution.

Skills, Qualifications & Experience Required for the role

• At least one year of experience in an IT support, technical support, application support, or CRM support environment.
• Practical experience of owning incidents and service requests from initial diagnosis through to resolution or escalation.
• Experience troubleshooting across users, devices, applications, permissions, data, configuration, and business processes.
• Ability to reproduce faults, gather evidence and produce clear technical notes for developers, suppliers, or specialist teams.
• Understanding of information security principles, including, account compromise and access control.

Desirable experience

• Experience with Microsoft Entra ID, Active Directory, Exchange Online, Teams, SharePoint and OneDrive.
• Experience with software deployment and MFA technologies.
• Experience with ManageEngine ServiceDesk Plus, Intercom or comparable service-management and customer-support platforms.
• Application support experience involving defect investigation, root-cause analysis, UAT or fix/change testing.
• Experience supporting business-critical applications or maintaining evidence for operational risk controls.
• Exposure to ITIL-aligned incident, problem, change, or service-management practices.

Salary is between £24,000 and £28,000 per annum DOE

We are an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.

LSL Property Services / PRIMIS Mortgage Network are dedicated to protecting your data - our Recruitment Privacy Notice can be viewed on the LSL Careers website