IT Service Desk Technician (Full Time)

Hanley Mortgage Services Ltd.; United Kingdom; Remote; GBP 26,000 - 32,000; Full time

Job summary

Hanley Mortgage Services Ltd. is seeking an IT Service Desk Technician on a full-time basis (35 hours per week) to support the society's technology needs. You will be the first line triage, handle tickets, and ensure SLA adherence while contributing to a secure, efficient IT environment.

The role requires hands-on experience with Windows, Microsoft 365, Exchange Online, and Defender, plus strong problem-solving and communication skills. Some out-of-hours support may be required.

Qualifications

• IT help desk experience in a support role.
• Strong technical troubleshooting across systems.
• Proficient with Windows, Microsoft 365, and Exchange Online.
• Familiar with cyber security and Defender.
• Degree in IT/CS or related discipline.
• Financial sector knowledge preferred.
• MCSE/MCSE certification is desirable.

Responsibilities

• Provide first line triage and hands-on IT support.
• Own ticket handling for the technology department.
• Maintain hardware assets and asset register.
• Resolve incidents, service requests, problems, and changes within SLA.
• Communicate updates and outages to the business.
• Keep up-to-date with tech industry trends and financial sector tech.
• Occasional out-of-hours support.

Skills

IT Help Desk Experience

Technical Support

Troubleshooting techniques

MS 365 / Windows / Exchange Online

Microsoft Defender

Multi-tasking

Initiative

MCSE/MCSE qualification

IT degree (IT/CS)

Financial sector experience

Education

Bachelor’s degree in Information Technology / Computer Science

Tools

Windows OS

Microsoft 365

Exchange Online

Microsoft Defender

Job description

IT Service Desk Technician (Full Time 35 hours per week)

Purpose of Role

• To Support all aspects of the IT Service Desk on a day-to-day basis
• First Line Triage for all enquiries providing hands on support where necessary

Responsibilities

• Primary ticket handler for the technology department
• Maintaining all hardware assets ensuring compliance with the societies Cyber Essentials Accreditation
• Ensure Asset register is kept up to date and accurate
• Ensure Incidents, Service Requests, problems and Changes are actioned within the agreed SLA
• Stakeholder engagement including communication of updates, changes and outages to the business in a timely manner keeping the operational service as a priority
• Promote and introduce innovative technologies to enhance business efficiency, while also maximizing the value derived from existing technologies in use
• Maintaining an up to date and in-depth knowledge of technology within the industry, horizon scanning and researching finance specific technology and risks.
• Prepared to work out of hours and weekends when required.
• Represent the Technology Department and the Society on working parties and in meetings as required.
• Any other duties that may from time to time may be allocated by the Head of Technology, including supporting colleagues during busy periods, and that are commensurate with the grading of the post including one off project as they arise.
• Ensure that staff and members’ data is secure, accurate and used correctly in line the Society GDPR policy and standards.Adhere to the Society’s Financial Crime Policy, the controls and report any internal or external incidents of actual or suspected fraud, money laundering or financial crime, either in accordance with the internal money laundering process (Suspicious Activities Report) or via the Society’s Whistleblowing Policy.Complete and pass an annual dedicated financial crime and bribery prevention computer-based training test.

Skills and Experience

• Proven IT Help Desk Experience
• Technical Support background
• Understanding of multiple troubleshooting techniques across a variety of systems
• Experience in the Microsoft suite including but not limited to Windows Operating Systems, Microsoft 365, Exchange Online and Microsoft Defender
• The ability to handle multiple activities simultaneously
• Working on own initiative
• Microsoft MCSA or MCSE qualification
• Degree in Information Technology, Computer Science or a related discipline
• Financial Sector/Building Society Services experience

Person Specs

• Excellent oral and written communication skills & interpersonal skills
• Analytical and problem-solving skills
• Ability to work on own initiative
• Team player
• Self-motivated
• Ability to act in good faith toward retail customers
• Ability to enable & support retail customers to pursue their financial objectives