Desktop Support Technician

We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. Over the past few years, we've made significant investments in our data and tech capabilities, particularly within our CIO function. Our CIO team is at the forefront of driving innovation and ensuring our technology infrastructure supports our ambitious goals. We've nurtured our 4Cs culture, fostering collaboration, creativity, and continuous improvement. 

We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues. The CIO team plays a crucial role in this journey, working on cutting-edge projects that enhance our digital presence and improve customer engagement. 

At Hastings Direct, delivering great colleague experiences depends on strong collaboration across teams. As a Desktop Support Technician, you’ll be a vital part of our IT Operations function, working closely with 1st Line, wider IT teams, and business stakeholders to ensure technology enables colleagues to do their best work.

You’ll bring your existing 2nd line experience to confidently resolve more complex issues, while actively collaborating, sharing knowledge, and supporting others. This role is ideal for someone who is positive, proactive, hands on, and genuinely enjoys working as part of a team, contributing wherever needed to keep services running smoothly. You will be based out of our Leicester office on a 6-month fixed term contract.

About the role

• Take ownership of 2nd Line incidents and service requests, working collaboratively with other teams to resolve issues efficiently and minimise disruption to colleagues.
• Accurately log, manage, and update tickets in the ticket management system, ensuring clear communication and shared visibility across teams.
• Act as a trusted escalation point for 1st Line colleagues, working in partnership to improve confidence, capability, and first time fix rates.

About you

• Proven experience in a 2nd Line IT Support or Desktop Support role.
• Strong troubleshooting and problem solving skills, with confidence working independently and collaboratively to resolve issues.
• Practical experience supporting Windows desktop environments, end user hardware, applications, and devices.

What we will give you:   

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. 

Benefits

• Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus 
• Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support  
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs  
• There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….  

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

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