Service Desk Technician

JR United Kingdom; Derby; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a leading mortgage broker as a Service Desk Technician, where you'll be pivotal in providing exceptional IT support. This role offers a hybrid work environment, allowing you to balance office and home working. You'll engage with a dynamic team, ensuring smooth operations and high customer satisfaction. Your skills in problem-solving and customer service will shine as you assist colleagues across the UK, making a real impact in a supportive and inclusive workplace. If you're passionate about technology and helping others, this is the perfect opportunity for you.

Qualifications

• Experience in IT support with excellent troubleshooting skills.
• Proficient in customer service and relationship building.

Responsibilities

• Provide 1st line support for hardware and software queries.
• Log and resolve queries within agreed SLAs.

Skills

Interpersonal Skills

Problem Solving

Customer Service

Documentation Skills

Technical Support

Education

IT Support Certification

Relevant Degree

Tools

Zendesk

Ticketing Systems

Job description

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

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

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 diversity 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 [emailprotected] .