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Service Desk Technician

Date: 15-Sep-2021

Location: Macclesfield, GB

Company: Royal London Group

Job Title: Service Desk Technician 

Location: Nether Alderley

Contract Type: 6 Month FTC

Closing Date: 27th September 2021


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.


We believe that being together some of the time will help our colleagues to feel truly connected to our Spirit of Royal London culture. Many of us value the passing conversations, social interactions and building relationships that comes from being together in the office.


Role purpose

We are currently looking to recruit Service Desk Technicians to join our Service Desk team, this is a great opportunity for someone who wants to take the next step moving into an IT Support role or looking to develop their existing skills in a fast paced and highly rewarding environment.


The successful candidate will provide First Line support for incidents & Service Requests, prioritises and diagnoses incidents according to agreed procedures. Investigating causes of incidents and seeking resolution.


You will respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Providing first line investigation and diagnosis and promptly allocating unresolved issues as appropriate.


Key responsibilities

  • To log and progress incidents and service requests raised via phone or e-mail or walk in
  • Manage incidents and requests through their life cycle, from creation to closure, ensuring users are always kept up to date
  • Ensure that all incidents and service requests are dealt with within agreed SLA targets
  • Provide first line resolution for incidents and service requests wherever possible
  • Aid and support to all Service Desk team members where required
  • Support the implementation of Projects and Change as directed by the Service Desk Team Manager


Essential Criteria

  • Customer service skills: Ability to interact with customers in a friendly and professional manner
  • Experience in a Service Desk environment
  • Experience of working with a ticket management system– Ivanti (or Similar)
  • Excellent communication skills, both written and verbal
  • Self-motivated, able to plan and prioritise workload to achieve deadlines
  • Ability to interact with customers in a friendly and professional manner
  • Understanding of the Data Protection Act - How we handle customers information/data and good practice in relation to this.


Desirable Criteria

  • SDi Service Desk Analyst qualification preferable
  • ITIL foundation certification
  • Advanced desktop PC skills
  • A working knowledge of MS Office applications beneficial
  • Positive approach to challenges
  • Teamwork orientated individual


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.