At Hastings Direct, delivering great colleague experiences depends on strong collaboration across teams. As a Desktop Support Technician,you’llbe a vital part of our IT Operations function, working closely with 1st Line, wider IT teams, and business stakeholders to ensure technology enables colleagues to do their best work.
You’llbring existing 2nd line experience gained in an IT service capacity, with the confidence to resolve more complex issues while actively collaborating, sharing knowledge, and supporting others. This role is ideal for someone who is positive, proactive, hands-on, and genuinely enjoys working as part of a team, contributing wherever needed to keep services running smoothly.
This is a 6-month fixed term contract and you mustbe able to work fromour Leicesterofficeat least fourdayseachweek.
About the role
Take ownership of 2nd Line incidents and service requests, working collaboratively with other teams to resolve issues efficiently and minimise disruption to colleagues.
Accurately log, manage, and update tickets in theticket management system, ensuring clear communication and shared visibility across teams.
Act as a trusted escalation point for 1st Line colleagues, working in partnership to improve confidence, capability, andfirst‑timefix rates.
Providehands‑onsupport across desktop hardware,end‑userdevices, operating systems, applications, and associated technologies, engaging the right teams whererequired
Work closely with wider IT teams (including infrastructure, security, applications, and asset management) to resolve issuesend‑to‑end
Build effective working relationships with external suppliers, collaborating to resolve incidents, manage repairs, replacements, and equipmentlogistics
Create,maintain, and improve clear, shared documentation and knowledge articles that support consistent ways of working across teams.
Actively contribute tocross‑teamservice improvement initiatives, helping to improve efficiency, reliability, and colleague experience.
Support IT and business projects by working collaboratively with project teams on device rollouts, system changes, and new service introductions.
Remain calm and professional duringhigh‑priorityincidents, working collectively with others to restore service quickly and effectively.
Show flexibility and a willingness to step in and support colleagues and teams where needed tomaintainbusiness‑as‑usualactivity.
Work in line with Hastings Direct values, policies, and ways of working, always putting teamwork, ownership, and colleague experience first.
About you
Proven experience working in a 2nd Line IT Support or Desktop Support role within an IT Service, IT Operations, or Service Desk environment.
Strong troubleshooting andproblem‑solvingskills, with confidence working independently and collaboratively to resolve issues.
Practical experience supporting Windows desktop environments,end‑userhardware, applications, and devices.
Experience working within a Service Desk or IT Operations environment, managing incidents and requests against SLAs.
Clear, confident communicator who works well with both technical andnon‑technicalcolleagues.
A positive,can‑doattitude, with a genuine willingness to get stuck in and support others.
Comfortable working in afast‑pacedenvironment where teamwork and shared ownership are essential.
What we will give you:
Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
Benefits
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, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
Job posting end date:
30/08/2026
Hastings Group is a fast growing, agile, digitally focused general insurance provider providing services to the UK car, van, bike and home insurance market. Big enough to compete but small enough to grow, the Group has strong relationships with all major price comparison websites, a cost effective digital marketing model and a focus on customer retention.
Hastings provides refreshingly straightforward products and services to UK car, bike, van and home insurance customers.
A multi-award winning business, Hastings has over 2.7 million customers and over 3,400 colleagues.
The Group operates as an integrated insurance provider with two businesses. The Group’s Retail business, Hastings Insurance Services Limited, is responsible for the end customer pricing, fraud management, product design, distribution and management of the underlying customer relationships. The Group’s Underwriting business, Advantage Insurance Company Limited, engages in risk selection, underlying technical pricing, reserving and claims handling.
Retail is supported by, and benefits from, Underwriting’s prudent approach to risk and reserving and also benefits from the Group’s panel of insurance partners who provide additional underwriting capacity. The Group’s integrated model deliberately separates underlying product manufacturing from its distribution.
