Service Desk Technician

Royal London; Alderley Edge; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading mutual life insurance company in the UK is seeking an IT Service Desk Technician to deliver first line IT support for colleagues. This role involves managing user support tickets, ensuring timely communication, and promoting best IT practices. The successful candidate will possess strong customer service skills, a keen interest in IT, and the ability to handle challenges effectively. Join a welcoming team that values diversity and offers comprehensive benefits like generous annual leave and a robust pension scheme.

Benefits

28 days annual leave

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Keen interest in IT and comfortable utilizing different software packages.
• Positive approach to challenges, enjoys excellent customer support.
• Good written and verbal communication skills.

Responsibilities

• Provide first line IT support to all Royal London users.
• Manage tickets within agreed SLAs.
• Liaise with 3rd parties for ticket updates.

Skills

Customer service skills

Communication skills

IT knowledge

Self-motivated

Education

Comptia+ or Microsoft fundamentals such as MTA or MSCA

ITIL Foundation level IT Service Manage qualification

Tools

Microsoft Office

ServiceNow ITSM tool

Office 365 applications

Vmware client and Virtual Machines

Job description

Job Title: IT Service Desk Technician

Location: Alderley Park Office (Office and Home Hybrid working)

Contract Type: Permanent

Closing date: Friday 2nd January 2026

Royal London is the largest mutual life insurance, pensions and investment company in the UK. Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.

Our culture is welcoming, friendly, flexible and we aim to make you always feel included. We welcome applications from individuals who have taken an extended career break or those who are transitioning from different sectors. To support this we are always open to discussing flexible working arrangements and as we transition to hybrid working we will discuss working patterns or locations that ensure you have the freedom to be your best. It's what makes Royal London a great place to work. We believe that being together some of the time will help our colleagues to feel truly connected to our Spirit of Royal London culture. Many of us value the passing conversations, social interactions and building relationships that comes from being together in the office.

Role purpose

We are currently looking to recruit a Service Desk Technician to join our IT Service Desk team on a permanent basis in Nether Alderley. The main purpose of the role is to provide first line IT support to Royal London colleagues and ensure that all interactions are recorded and responded to in a timely and efficient manner.

Key responsibilities

• Providing first line IT support to all Royal London users, ensuring telephone calls are managed within SLA.
• Manage tickets (Incidents and Requests) within agreed SLAs throughout their lifecycle, from creation to resolution, ensuring customers are kept up to date whilst proactively managing own workload/work queue.
• Liaise with 3rd parties to ensure tickets are raised and updated accordingly.
• Create, update and review Knowledge Articles and reporting knowledge gaps when identified.
• Promote good and efficient working practices and the use of IT.
• Support the implementation of Projects and Change as directed by the IT Service Desk Team Manager.

Essential Criteria

• A keen interest in IT and comfortable utilising different software packages such as MS Office.
• Have a positive approach to challenges and enjoy providing excellent customer support both independently and in a team.
• Good Customer service skills and can interact with customers in a friendly and professional manner.
• Good communication skills, both written and verbal.
• Self-motivated, able to plan and prioritise workload to achieve deadlines.

Desirable Criteria

• Previous experience working in a first or second line IT support role.
• 1st and 2nd line technical support qualifications such as Comptia+ or Microsoft fundamentals such as MTA or MSCA
• ITIL Foundation level IT Service Manage qualification
• Specific experience of using and supporting
• Office 365 applications
• Microsoft Authenticator MFA
• MS Azure and Intune
• Outlook and Exchange
• 365 collaboration tools i.e. Teams, Sharepoint, Onedrive, Copilot etc
• Vmware client and Virtual Machines
• ServiceNow ITSM tool
• A keen interest to pursue a career in IT support.

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

OurPeople Promiseto our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.