Service Desk Technician

Royal London Group; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading UK financial services company is seeking a Service Desk Technician to provide first line IT support. In this role, you will manage user requests and incidents, ensuring timely resolution and excellent customer service. Ideal candidates will have technical support qualifications and experience, alongside strong communication skills. The company offers a diverse, inclusive environment with extensive employee benefits, including competitive leave and pension schemes.

Benefits

28 days annual leave plus bank holidays

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Enjoy providing excellent customer support both independently and in a team.
• Previous experience in a first or second line IT support role is desirable.
• Keen interest in pursuing a career in IT support.

Responsibilities

• Provide first line IT support to all users.
• Manage tickets within agreed SLAs from creation to resolution.
• Promote good and efficient working practices.

Skills

Customer service skills

Communication skills

Self-motivated

Problem-solving

Teamwork

Education

1st and 2nd line technical support qualifications

ITIL Foundation level qualification

Tools

ServiceNow ITSM tool

MS Azure

Office 365 applications

Job description

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 management 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.
  

  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. Our People Promise to 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.