Leicester 2nd Line Desktop Support Technician (On-site)

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

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.