2nd Line Desktop Support Technician

Hastings Direct; Leicester; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Bonus scheme

25 days annual leave

Pension & protection

Mental wellbeing program

Job summary

Hastings Direct in Leicester is seeking a Desktop Support Technician to join our IT Operations team on a 6‑month fixed term contract. You will own 2nd Line incidents, log and update tickets, and collaborate with 1st Line and broader IT groups to resolve issues quickly.

You’ll provide hands-on support across Windows desktops and end-user devices, working with suppliers and project teams to rollout changes, while keeping colleagues informed and confident in their tech.

Qualifications

• Proven experience in 2nd Line IT Support or Desktop Support within IT Service/IT Operations.
• Strong troubleshooting and problem-solving skills; able to work independently and with others.
• Experience supporting Windows desktop environments and end-user devices.
• Experience in a Service Desk/IT Operations environment with SLA management.
• Clear communicator with both technical and non-technical colleagues.
• Positive, proactive attitude with willingness to help others.
• Comfortable in a fast-paced environment; teamwork and ownership are essential.

Responsibilities

• Take ownership of 2nd Line incidents and service requests, collaborating with other teams to resolve issues efficiently.
• Accurately log, manage, and update tickets in the ticket management system.
• Act as escalation point for 1st Line to improve first-time fix rates.
• Provide hands-on support across desktop hardware, end-user devices, OS, applications, and related tech.
• Collaborate with wider IT teams to resolve issues end-to-end.
• Engage with external suppliers for repairs, replacements, and logistics.
• Create and maintain clear knowledge articles to support consistent ways of working.
• Contribute to cross-team service improvement initiatives.

Skills

2nd Line IT Support

Windows desktop

End-user devices

SLA management

Communication skills

Teamwork

Tools

Ticketing system

IT operations tools

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 our 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 ….

We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed.

If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Job posting end date: 01/11/2026

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues. Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.