IT Service Technician IT Operations, Digital and Technology

Job Description

We have an exciting opportunity for a Service Response Technician to join our IT function here at Hastings Direct.The ideal candidate will have a basic working knowledge and understanding of issue diagnosis, IT configuration (including desktop, application and infrastructure support processes) as well as strong customer engagement and interaction skills that help the ServiceDesk ensure the business continues to operate effectively and efficiently.This role is part of the 1st Line Support team working a rotational shift pattern which includes weekdays and bank holidays, 07:45 - 20:00 as well as weekends, 08:00 - 17:00. This role is based in our Leicester office and can be worked on a full time or parttime basis.About the role:As a Service Response Technician, you will be responsible for the logging, resolution or escalation of all issues reported to the IT Service Desk team as well as the execution of Colleague requests and tasks to maintain business as usual activitiesYour remit will include;

• Being responsible for resolving an appropriate volume of Service Response calls on a first call basis based on experience, capability and skill set.
• Proactively develops and shares best practise across appropriate areas of the Service Desk and the wider IT teams.
• Ensuring all Incidents and Requests are accurately logged and continually updated in the Service Desk tool and assigned to peers and other resolver groups where necessary.
• Maintaining and managing, in a timely manner, all assigned Requests and Incidents including escalation within SLA to peers and other internal and external resolver groups.
• Ensuring existence and continual maintenance of appropriate support and operational documentation for all systems, services and processes within remit of Service Desk.
• Actively propose, promote and contribute to service improvement initiatives, driving efficiencies within the Service Desk and the wider IT arena.
• Adhering to all aspects of business and departmental quality procedures and processes.
• Ensuring professional good practise, technical and service levels are achieved and adhered to, using appropriate range of internal and external benchmarks.
• Striving to achieve continual growth and expansion in technical and business awareness and expertise through proactively seeking coaching and mentoring from peers and colleagues within the Service Desk and other IT functional areas.
• Encouraging peers to work productively to achieve departmental, IT and business targets/objectives.
• Actively participate in task delivery as required, and ensure agreed objectives are delivered to time, budget and appropriate quality levels.
• Managing high-pressured situations in an appropriate manner, ensuring that standards of work are maintained and deadlines are met.
• Demonstrating agile and flexible thinking to actively contribute to changing business requirement.

About you

• You will have an Analytical approach to troubleshooting.
• A practical knowledge or experience of service provisioning, customer engagement or a Service Desk environment.
• An understanding of a number of IT areas e.g., network, infrastructure, desktop hardware, operating systems and applications.
• Minimum: English & Maths GCSE Grade C or above (or equivalent)
• Desirable: ITIL Service Foundation Certificate V3 or V4 desirable

Benefits for youPlease find some of the great benefits we offer here at Hastings Direct

• A friendly, dynamic and flexible environment with a test-and-learn culture
• Up to 5% bonus earning potential
• 25 days holiday, pro rata, plus bank holidays
• Life assurance
• Competitive pension, up to 10% matched
• Flexible benefits - buy or sell up to 5 days holiday, cycle to work scheme, opt in dental and healthcare cash plans and more!
• Discounted Hastings Direct products
• An excellent wellbeing programme offering you access to multiple partners such as Nudge (financial wellbeing support) and our colleague assistance programme, plus so much more!
• Smart Reward - access to various High-street discounts

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, genderreassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.