Service Desk Technician

ZipRecruiter; Derby; Hybrid; GBP 25,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their dynamic team. This role offers a hybrid working model, allowing you to balance office and home work. You will be the first point of contact for hardware and software queries, ensuring excellent customer service and support. The position promises a collaborative environment where your problem-solving skills will shine, and your contributions will be valued. Join a company that champions diversity and inclusion, and be part of a team that is dedicated to providing top-notch support to users across the UK.

Qualifications

• Excellent interpersonal and relationship building skills.
• Outstanding customer service skills with a positive outlook.

Responsibilities

• Provide 1st line support for hardware and software queries.
• Log and resolve tasks effectively within agreed SLA’s.

Skills

Interpersonal Skills

Problem Solving

Customer Service

Documentation Skills

Laptop Builds

Zendesk Experience

Tools

Zendesk

Job description

Job Description

Service Desk Technician

Permanent, Full-time (Monday to Friday, 37.5 hours)

Hybrid working - 3 days at our Derby office, 2 days working from home

£25,000 plus benefits

About us

Mortgage Advice Bureau (MAB) is the UK's leading mortgage broker, winning 250+ awards for the quality of its advice and service. As experts in mortgage and protection advice, we're proud of our industry reputation and of our people, who continue to be the heart of MAB's success.

About the role

Our Service Desk team support thousands of colleagues and users across the UK to resolve hardware and software queries as a 1st line support. Due to internal progression, they are now looking for an additional Technician to join their dynamic and closely knit team to continue delivering excellent customer service and support.

You will:

• Be the point of contact for any queries within the system, both internally and across our business and network of Advisers, resolving tasks effectively and efficiently
• Diagnoses and provide support for our IT hardware and software, for new and existing users
• Ensure all queries are logged and dealt with inside agreed SLA’s and analyse and report on trends
• Produce and maintain documentation for upcoming and existing software releases
• Ensure that a high level of customer service and support is provided to all internal and external customers
• Reduce customer down-time, by use of workarounds and ultimately solutions/fixes
• Ensure major incidents are escalated to the appropriate person

Please note in your first 3 months, you will be based with our team 5 days a week in the office to ensure you have the very best onboarding and learning experience.

About You

• Excellent interpersonal and relationship building skills
• Problem solving skills, to troubleshoot and fault-find software applications issues
• Outstanding customer service skills with a positive outlook
• Excellent documentation and knowledge sharing skills
• Experience of laptop builds and supporting both inhouse and external customers is desirable
• Experience of helping users to convey information to both technical and non-technical people within the business
• Experience with Zendesk or similar customer service/ticketing system would be an advantage

Everyone is Welcome

At MAB we value different experiences and perspectives which adds and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.

We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact [e-mail].