Service Desk Technician

Mortgage Advice Bureau is the UK’s leading mortgage intermediary. With over 200 awards and counting, we're proud of our people and reputation in the industry for innovation and supporting people to be their best. We're looking for a Service Desk Technician to join our team, working as a hybrid team between our Derby office (3 days per week) and home (2 days per week) with flexible start and finish working patterns.

The person in this role will join our fantastic Service Desk team to support 1st line queries for our Head Office colleagues and growing network of Mortgage firms across the UK to resolve IT issues.

Your responsbilities include:

• Be the point of contact for any queries within the system, both internally and across our network, resolving tasks effectively and efficiently.
• Diagnoses and provide support for our IT hardware and software, for new and existing users.
• Ensure all queries are logged and dealt with inside agreed SLA’s and analyse and report on trends.
• Produce and maintain documentation for upcoming and existing software releases.
• Ensure that a high level of customer service and support is provided to all internal and external customers.
• Reduce customer down-time, by use of workarounds and ultimately solutions/fixes.
• Ensure and major incidents are escalated to the appropriate person.

To be successful in this role, you will have:

• Excellent interpersonal and relationship building skills.
• Problem solving skills, to troubleshoot and fault-find software applications issues.
• Outstanding customer service skills with a positive outlook.
• Excellent documentation and knowledge sharing skills.
• An ability to translate technology into simple terms.
• Experience of laptop builds and supporting both inhouse and external customers.
• Experience of helping users to convey information to both technical and non-technical people within the business.

Please note the person in this role is expected to be based at our Derby office 5 days a week for their first 6 months to be fully trained. Following 6 months, you are welcome to make use of our hybrid working model.

Our flexible working patterns and long list of benefits are some of the many reasons why people love working here. Our stunning Head Office is based in Derby with free parking, a 10 minute walk from Derby train station, excellent bus links and bike racks available. What you can expect from us:

• Flexible earlier or later start and finish times around our core business hours of 9:30am - 4:30pm (For example, 8.00am-4.30pm, 9.30am-6.00pm)
• Holiday allowance from 22 days, depending on your job level, rising with each year of service and a buy/sell holiday option.
• Matched Share Scheme
• Pension scheme with employer contributions up to 8%
• Learning and Development offers such as Lunch & Learn sessions, qualification support and more
• Enhanced Parental leave and Family leave
• 2 paid Volunteer days every year
• Employee Assistance Programme
• Cycle to Work scheme
• Save £££’s through our Discounts and Rewards Portal
• Free breakfast and fruit at HQ
• Your Birthday off
• Wellbeing Room onsite
• Monthly wellbeing events
• And lots more!

We value different experiences and perspectives at MAB and ensure our teams continue to embrace our values in everything we do. As an equal opportunities employer, we are committed to the equal treatment of all current and future employees and do not condone or tolerate discrimination in any form. We aspire to be a diverse and inclusive place to work and welcome everyone from a wide range of backgrounds to apply to join us wide range of backgrounds to apply and join us.

If this sounds like the job for you, or you’d like to discuss the opportunity in more detail - please get in touch!

Additional Support

We will remove barriers that prospective applicants may face at any stage of our recruitment process. If you have additional needs and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact our Recruitment Manager, Hannah Blake hannah.blake(at)mab.org.uk