Service Desk Technician
Date: 21 Mar 2025
Location: Macclesfield, GB
Company: Royal London Group
Job Title: IT Service Desk Technician
Location: Alderley Park Office (Office and Home Hybrid working)
Contract Type: Permanent
Royal London is the largest mutual life insurance, pensions and investment company in the UK. Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.
Our culture is welcoming, friendly, flexible and we aim to make you always feel included. We welcome applications from individuals who have taken an extended career break or those who are transitioning from different sectors.
To support this we are always open to discussing flexible working arrangements and as we transition to hybrid working we will discuss working patterns or locations that ensure you have the freedom to be your best. It’s what makes Royal London a great place to work.
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
1. Providing first line IT support to all Royal London users, ensuring telephone calls are managed within SLA.
2. 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.
3. Liaise with 3rd parties to ensure tickets are raised and updated accordingly.
4. Create, update and review Knowledge Articles and report knowledge gaps when identified.
5. Promote good and efficient working practices and the use of IT.
6. Support the implementation of Projects and Change as directed by the IT Service Desk Team Manager.
Minimum Requirements
1. A keen interest in IT and comfortable utilising different software packages such as MS Office.
2. Have a positive approach to challenges and enjoy providing excellent customer support both independently and in a team.
3. Good Customer service skills and can interact with customers in a friendly and professional manner.
4. Good communication skills, both written and verbal.
5. Self-motivated, able to plan and prioritise workload to achieve deadlines.
6. Previous experience working in a first or second line IT support role.
7. 1st and 2nd line technical support qualifications such as CompTIA+ or Microsoft fundamentals such as MTA or MSCA.
8. Specific experience of using and supporting Office 365 applications, Microsoft Authenticator MFA, MS Azure and Intune, Outlook and Exchange, VMware client and Virtual Machines, ServiceNow ITSM tool.
9. A keen interest to pursue a career in IT support.
We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.
In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it’s good for our people and good for our customers too, because our workforce should reflect our communities.
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