2nd Line Desktop Support Technician

Hastings Insurance Services Limited; Leicester; On-site; GBP 27,000 - 35,000; Full time

Benefits offered by this job

4Cs bonus

Life assurance

Pension

Job summary

Hastings Direct is seeking a Desktop Support Technician to join our IT Operations team in Leicester on a 6-month fixed term contract, working from the Leicester office at least four days a week. You will own 2nd line incidents, log and update tickets, and provide hands-on desktop support to ensure colleagues can work efficiently.

You’ll collaborate with 1st Line and other IT teams, support project rollouts, and help improve service delivery while maintaining strong communication and teamwork.

Qualifications

• Proven experience in 2nd line IT support in an IT service environment.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows desktop environments and end-user devices.
• Experience in a Service Desk/IT Operations environment with SLA management.
• Clear communicator with non-technical colleagues.

Responsibilities

• Take ownership of 2nd line incidents and service requests and collaborate to resolve issues quickly.
• Log, manage, and update tickets with clear communication across teams.
• Escalate to 1st Line when needed and improve first-time fix rates.
• Provide hands-on support for desktops, devices, OS, and apps.
• Collaborate with infrastructure, security, apps, and asset management to resolve issues end-to-end.
• Engage with suppliers for repairs, replacements, and logistics.
• Create and maintain documentation and knowledge articles.

Skills

2nd Line IT Support

Desktop Support

Windows desktops

Troubleshooting

Communication

Service Desk

SLA adherence

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 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., 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. 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. 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 ….