Service Desk Technician

Service Desk Technician

Guernsey, Haywards Heath or Manchester
£18,000 - £28,000 depending on experience
Technology and Data
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

We’re looking for a Technical Support Technician/Service Desk Technician to join our Technology team based in either Haywards Heath, West Sussex, Salford Quays, Manchester, or Guernsey. Interested?

At First Central, we’re proud that we kept all our teams working throughout 2020 and 2021, and have continued to grow through these unprecedented times. Exciting things are happening as we continue to expand our business and invest in our technology, including our new Azure migration project.

You’ll be working with an excellent team who take pride in providing excellent service for all employees in relation to technology-related requests, issues and incidents. You’ll provide first-line support for internal users around IT issues. This role brings variety and you’ll also have a brilliant opportunity to further develop your technical knowledge.

To be successful in this role, you’ll need to have:

  • Strong IT and troubleshooting experience, as well as previous experience on service desk and with ticket management systems

  • Proactive resolutions and expectation management experience

  • Active Directory, Office 365, SharePoint experience

  • SCCM (Microsoft System Centre Configuration Manager) is desirable

  • Excellent interpersonal skills is a strong must. A good personality, be approachable, friendly and manage the requirements of internal stakeholders

Job responsibilities

  • Proactively maintain the desktop, telephony and application infrastructure so that it’s supported and failures are minimised

  • Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team

  • Ensure that systems/applications/services in own area run and meet business Service Level Agreement (SLA) targets

  • Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans

  • Display leadership in area of specialisation, e.g. championing new features and best practice

  • Ensure compliance with company and other relevant standards/regulations at all times

  • Technical role model for members of the IT Service Desk team, e.g. this will involve technical development through the facilitation of workshops, production of standards, procedures and documentation and running training sessions

  • Support out of hours software upgrades/implementations and testing in conjunction with Business Change, GTS and other stakeholders

  • In addition to working shifts to cover 07:30 – 20:00 Monday-Friday, staff performing this role are expected to occasionally work weekends

Skills, experience and qualifications required

  • Experience of enterprise software and application support and delivery

  • SharePoint (Collaboration Toolkit)

  • Knowledge of service desk/issue logging tools

  • Knowledge of latest MS Office suite

  • Knowledge of MS Windows server

  • ITIL Foundation V3

This role will involve working shifts to cover 07:30 – 20:00 Monday to Friday and you’ll be expected to occasionally work anti-social hours for specific project tasks and deliveries.

What can we do for you?
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities

  • Employee benefit packages to suit your lifestyle

  • Flexible working

  • YOUday – we give you an extra day off to celebrate a special day

  • The opportunity to take a paid day off each year to do charity work

  • A health cash plan

  • Help with travel expenses

  • The opportunity to buy additional holiday

  • Company pension scheme

  • Group life assurance

  • Enhanced maternity and paternity pay

  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

If this sounds like your next role and a company you’d like to work for, what’re you waiting for? Apply today!

We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our employees think about working here.

We’re happy to discuss flexible working during the recruitment process .

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


View all benefits >

Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.