Service Desk Technician x2 (1st Line Support)

Mortgage Advice Bureau is the UK’s leading mortgage network, and they are seeking 1st Line Support Service Desk Technicians to join their growing team. The role involves troubleshooting hardware and software issues, managing support tickets, and providing excellent customer service to internal users.

Responsibilities

• Troubleshooting hardware and software issues for new and existing users
• Managing tickets—logging, prioritizing, 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

Skills

• 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
• Experience with Zendesk, ITIL or similar ticketing systems would be beneficial

Benefits

• 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
• 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

Company Overview