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Infrastructure Administrator

Date: 11-Jun-2021

Location: London, GB

Company: Royal London Group

Job Title: Service Desk Technician

Location: London

Contract Type: Permanent

Closing date: 05/07/2021


At Royal London we want to attract the best talent to help us achieve our vision of becoming the most trusted and recommended financial company in the UK. We are the largest mutual life, pensions and Investment Company in the UK. 


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, part-time opportunities and job shares to give you the freedom to be your best. It’s what makes Royal London a great place to work.


For more than 150 years, people have been at the heart of all that is great about Royal London. We know that this is a difficult and uncertain time for everyone and are doing everything we can to support our customers, our people and candidates.


Maintaining the Spirit of Royal London is of paramount importance to us as we face new and different ways of working. That is why we are embracing technology throughout our recruitment process to support interactions. As you embark on your journey with us we will engage with you via email, telephone and video to ensure we all remain safe. We are committed to wellbeing and at this challenging time, it remains our priority. 


We are currently looking to recruit a Service Desk Technician to join our Service Desk team in London.


Role purpose

The successful candidate will provide technical administration support for all Hardware and Software across the group.


Key responsibilities

  • Customer focussed management of incidents & service requests to the satisfaction of the business ensuring that they are closed within SLA
  • Triaging calls as required
  • Building / Rebuilding / Replacing / installing hardware
  • Stock management – to ensure the availability of hardware
  • The provision of out of hours support
  • Maintenance of documentation of all procedures together with knowledge base updates for other supporting functions
  • Identification of problems, weaknesses & risks across the estate
  • Identification of Service improvements
  • Business Continuity support – Including the support of DR tests & the highlighting of any single points of failure
  • Working with senior technical staff to build knowledge & gain experience
  • Support for Project delivery


Essential Criteria

  • Previous experience working in an IT Support / Service desk role, or providing 1st, 2nd and 3rd line support.
  • Hands on experience of Hardware and Software
  • Experience of Windows 10, O365 & Teams
  • Working knowledge of all Microsoft technologies, including AD/Mail
  • Working knowledge of End user computing and Networking (WAN/LAN/Security/Wi-Fi)
  • Good understanding of VMware & VMware View, Unix & storage technologies, monitoring capacity and performance and automation of systems and process
  • Knowledge of Enterprise storage and administering Enterprise level back office systems
  • Experience of backup and recovery tools and procedures.
  • Good understanding of networking principles.
  • Working towards foundation level knowledge of technologies including but not limited to MTA, Essential level networks foundation – entry level, LINUX Comp TIA
  • Excellent team working skills, willing to share knowledge & take part in cross training initiatives
  • Able to deal effectively with the customer to deliver a professional service


Desirable Criteria

  • Industry knowledge and awareness of the direction of new technologies & best practice
  • ITIL foundation – minimum
  • Able to plan and prioritise own work and deliverables
  • Good problem solving and decision-making skills


What we offer

  • We've always been proud to reward employees by offering a number of benefits such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing 
  • Our culture comes from within, or to put it another way, it comes from our people. It’s what makes Royal London a great place to work
  • Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return
  • Glassdoor have again ranked as among the best places to work in the UK


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.