Service Desk Technician

Mortgage Advice Bureau; Derby; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their dynamic team. This role involves providing first-line support for IT hardware and software, ensuring excellent customer service for users across the UK. You will be the go-to person for troubleshooting issues, maintaining documentation, and helping colleagues resolve their technical queries. The company values diversity and is committed to creating an inclusive environment. If you're passionate about technology and customer service, this is a fantastic opportunity to make a real impact within a supportive team.

Qualifications

• Strong interpersonal and problem-solving skills are essential.
• Experience with customer service and ticketing systems is preferred.

Responsibilities

• Provide 1st line support for hardware and software queries.
• Log and manage queries within agreed SLAs and ensure customer satisfaction.

Skills

Interpersonal Skills

Problem Solving

Customer Service

Documentation Skills

Laptop Builds

Communication Skills

Tools

Zendesk

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

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 supports 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
• Diagnose 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 [e-mail].

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology and Customer Service