Service Desk Technician (1st Line Support)

Mortgage Advice Bureau Plc; East Midlands; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading mortgage service provider is seeking a Service Desk Technician for their Derby office and remote work. This full-time role involves troubleshooting, managing IT queries, and ensuring excellent customer service. Ideal candidates will have strong communication skills and experience with laptop builds. Join a supportive team that champions growth and flexibility, offering benefits such as private medical insurance and generous annual leave. Apply today to help make technology work for others.

Benefits

Private Medical Insurance

25 days annual leave

Flexible working hours

Learning & Development offers

Qualifications

• Strong work ethic and proactive attitude.
• Experience with laptop builds and customer support.
• Ability to build relationships with customers.

Responsibilities

• Troubleshoot hardware and software issues.
• Manage tickets and resolve queries within SLAs.
• Escalate major incidents efficiently.

Skills

Troubleshooting

Customer Service

Communication

Problem Solving

Microsoft skills

Tools

Zendesk

ITIL

Job description

Service Desk Technician - 1st Line Support

Permanent, Full-time (37.5 hours)

Hybrid - Derby office and working from home

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 2 Service Desk Technicians 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, prioritizing, and resolving queries within agreed SLAs.
• Diagnosingoksi 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 niitä business over time - your future here is bright!
• Hybrid Working: For the first 3 months, you’ll be full‑time in our Derby office (Monday to Friday, 37.5 hours). After that, there is flexibility of 3 days in the office and 2 days working from home.

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UI 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 attitude to proactively find solutions to issues.
• A problem solver who loves troubleshooting.
• An ability to build relationships and rapport with customers to understand their needs and translate tech jargon.
• Experience with laptop builds and supporting both internal and external customers, along with strong Microsoft skills.
• Experience with Zendesk, ITIL or similar ticketing systems would be beneficial.

Ready to join a team that supports each other every step of the way? We look forward to hearing from you!

🤝 Recruitment Process

1st stage: Intro call with our Head of IT Support and Service Desk Manager

1st stage interview: Interview at our HQ Derby office with our 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 (Equinity), retail discounts, free entertainment tickets, plus much 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, helping you to grow and thrive in your career

🤝 A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work

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 välillä 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.