2nd Line Desktop Support Technician

hastingsdirect; Leicester; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Bonus scheme

Annual leave

Career development

Job summary

Hastings Direct is seeking a Desktop Support Technician to join our IT Operations team on a 6‑month fixed term contract in Leicester. You will own 2nd line incidents, provide hands‑on desktop support, and collaborate with 1st Line and broader IT teams to minimise disruption for colleagues.

You should bring 2nd line experience in IT service delivery, strong troubleshooting skills, and a proactive team‑oriented attitude to drive reliable, end‑to‑end support and knowledge sharing across the

Qualifications

• Experience in a 2nd line IT support role within an IT service/IT operations environment.
• Strong troubleshooting and problem solving, with clear communication.
• Experience supporting Windows desktop environments and end-user devices.
• Experience managing incidents and requests against SLAs in a service desk context.

Responsibilities

• Take ownership of 2nd line incidents and service requests with teams to resolve issues efficiently.
• Log, manage, and update tickets in the ticketing system with clear communication.
• Act as escalation point for 1st Line to improve confidence and first-time fix rates.
• Provide hands-on support across desktop hardware, devices, OS, apps, and related tech.
• Collaborate with wider IT teams to resolve end-to-end issues.
• Engage with external suppliers for repairs and equipment logistics.
• Create and maintain knowledge articles to standardise ways of working.
• Contribute to service improvement initiatives and project rollouts.
• Remain calm during high-priority incidents and restore service quickly.

Skills

2nd Line Support

Desktop Support

Windows OS

Incident Management

Communication

Tools

Ticketing System

Job description

At Hastings Direct, delivering great colleague experiences depends on strong collaboration across teams. As a Desktop Support Technician, you'll be a vital part of our IT Operations function, working closely with 1st Line, wider IT teams, and business stakeholders to ensure technology enables colleagues to do their best work.

You’ll bring existing 2nd line experience gained in an IT service capacity, with the confidence to resolve more complex issues while actively collaborating, sharing knowledge, and supporting others. This role is ideal for someone who is positive, proactive, hands‑on, and genuinely enjoys working as part of a team, contributing wherever needed to keep services running smoothly.

This is a 6-month fixed term contract and you must be able to work from ou r Leicester office at least four days each week.

About the role

• Take ownership of 2nd Line incidents and service requests, working collaboratively with other teams to resolve issues efficiently and minimise disruption to colleagues.
• Accurately log, manage, and update tickets in the ticket management system , ensuring clear communication and shared visibility across teams.
• Act as a trusted escalation point for 1st Line colleagues, working in partnership to improve confidence, capability, and first ‑ time fix rates.
• Provide hands ‑ on support across desktop hardware, end ‑ user devices, operating systems, applications, and associated technologies, engaging the right teams where required .
• Work closely with wider IT teams (including infrastructure, security, applications, and asset management) to resolve issues end ‑ to ‑ end .
• Build effective working relationships with external suppliers, collaborating to resolve incidents, manage repairs, replacements, and equipment logistics .
• Create, maintain , and improve clear, shared documentation and knowledge articles that support consistent ways of working across teams.
• Actively contribute to cross ‑ team service improvement initiatives, helping to improve efficiency, reliability, and colleague experience.
• Support IT and business projects by working collaboratively with project teams on device rollouts, system changes, and new service introductions .
• Remain calm and professional during high ‑ priority incidents, working collectively with others to restore service quickly and effectively .
• Show flexibility and a willingness to step in and support colleagues and teams where needed to maintain business ‑ as ‑ usual activity .
• Work in line with Hastings Direct values, policies, and ways of working, always putting teamwork, ownership, and colleague experience first.

About you

• Proven experience working in a 2nd Line IT Support or Desktop Support role within an IT Service, IT Operations, or Service Desk environment.
• Strong troubleshooting and problem ‑ solving skills, with confidence working independently and collaboratively to resolve issues.
• Practical experience supporting Windows desktop environments, end ‑ user hardware, applications, and devices.
• Experience working within a Service Desk or IT Operations environment, managing incidents and requests against SLAs.
• Clear, confident communicator who works well with both technical and non ‑ technical colleagues.
• A positive, can ‑ do attitude, with a genuine willingness to get stuck in and support others.
• Comfortable working in a fast ‑ paced environment where teamwork and shared ownership are essential.

What we will give you:

Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.

Benefits

• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
• Financial wellbeing - as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award‑winning package which includes - discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
• Mental wellbeing programme - we have the thrive mental health app, our colleague assistance programme available 24/7, our own in house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
• There's more! - 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ....

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications