Service Desk Technician

Mortgage Advice Bureau Plc; East Midlands; On-site; GBP 40,000 - GBP 60,000; Full time

Job description

Service Desk Technician

Permanent, Full-time (37.5 hours) · Hybrid – Derby office and remote | £25,200 + benefits

Join our growing Service Desk team! Do you love problem solving and making technology work like magic? Our Service Desk team is the first line of defence for thousands of colleagues and internal customers across the UK – we’re looking for a Service Desk Technician to join the squad.

What’s the mission?

You’ll be part of the go‑to team for IT queries, tackling hardware and software challenges, logging and resolving issues within SLAs and keeping downtime to a minimum. Think of yourself as the friendly tech wizard who turns “Help!” into “Thanks, you’re amazing!”

What will you be doing?

• Troubleshooting hardware and software issues for new and existing users.
• Managing tickets – logging, prioritising, and resolving queries within agreed SLAs.
• Diagnosing problems and providing effective solutions or workarounds to keep everyone moving.
• Escalating major incidents to the right people quickly and efficiently.
• Creating and maintaining documentation for software releases and processes.
• Delivering outstanding customer service, making tech simple and stress‑free for everyone.

Why You’ll Love It Here

• Team Spirit: We’re a close‑knit, social bunch who believe work should be fun.
• Growth Opportunities: Many of our team members have progressed within the business over time – your future here is bright!
• Hybrid Working: First 3 months full‑time in our Derby office (Mon‑Fri, 37.5 hrs). After that, flexibility of 3 days in the office and 2 days from home.

What We’re Looking For

• A personable and approachable character with great communication skills.
• A true team player who thrives being part of a closely‑knit, social team.
• Someone with a strong work ethic and a proactive attitude to find solutions to issues.
• A problem solver who loves troubleshooting.
• Ability to build relationships and rapport with customers, understand their needs, and translate tech jargon.
• Experience with laptop builds and supporting both internal and external customers, with strong Microsoft skills.
• Experience with Zendesk, ITIL or similar ticketing systems would be beneficial.

Recruitment Process

• 1st stage: Intro call with our Head of IT Support and Service Desk Manager.
• 2nd stage: Interview at our HQ Derby office with the Head of IT Support, Service Desk Manager and a chance to meet the team.

What’s In It For You?

• Private Medical Insurance (Vitality)
• 25 days annual leave (increasing to 28 with service) plus your birthday off.
• Matched pension contribution (L&G).
• Share save scheme (Equity).
• Retail discounts, free entertainment tickets, and more.
• Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager).
• A wide range of Learning & Development offers, from 121 coaching to qualification support.
• A supportive, inclusive culture with forums you’re welcome to join from day 1.

Everyone is Welcome

At MAB, we value different experiences and perspectives which add diversity and value to our culture. As an equal‑opportunity 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].

Please note we are unable to consider candidates requiring visa sponsorship at this moment in time and we are unable to accept speculative CVs from recruitment agencies with a full PSL in place. Please be advised that if you have recently submitted an application for this position, it is not necessary to apply again.

The Company

Mortgage Advice Bureau (MAB) PLC is the UK’s leading mortgage network. We’re experts in Mortgage and Protection advice, with over 200 awards and counting. We’re proud of our reputation in the industry and of our people, who continue to be the heart of MAB’s success.