IT Support Technician

We are seeking a customer focused IT Support Technician to join our onsite support team, primarily based in Swindon. This is a highly visible role within a large and well known organisation, where you'll play a key part in delivering day to day IT support to users across the business. While Swindon will be your main location, you'll also need the flexibility to travel to other customer sites at short notice to provide IT Support services when required. This is an excellent opportunity for someone who enjoys working in a fast paced environment and values delivering a high quality user experience.

What will you be doing?

In this role, you will act as a key point of contact for users requiring deskside support, providing hands on technical resolution for a wide range of hardware and software issues, as well as supporting moves, changes and service requests. You will take ownership of your own tickets throughout their lifecycle, prioritising your workload effectively to ensure service level agreements are consistently achieved.

You will proactively manage your ticket queue, keeping pended and aged tickets up to date, monitoring SLAs in real time and ensuring that incidents progress smoothly to resolution. Maintaining clear and regular communication with users will be essential, keeping them informed throughout the life of an incident and ensuring they are satisfied with the outcome.

You will ensure that all incidents are accurately documented in the Incident Management System, clearly recording actions taken and final resolutions. High priority and high impact incidents will require particular attention, and you will be expected to handle these with care, urgency and professionalism. You'll work closely with the Operations Manager as your main escalation point for service delivery issues and coordinate with wider teams when necessary, escalating to Service Delivery Management where appropriate. In addition, you will be encouraged to suggest service improvements and support the implementation of changes that enhance the overall user experience.

We are looking for a self motivated and collaborative individual with strong technical skills and a customer centric approach. You'll be comfortable multitasking and adapting in a dynamic, everchanging environment, and you'll take pride in delivering consistently high standards of work. You'll enjoy being part of a supportive, motivated team and will be keen to continue developing your technical knowledge and professional skills.

A strong understanding of how IT Services support the wider business is key, along with the ability to translate technical solutions into positive outcomes for end users. You should have hands on experience supporting Windows 10 and later, Microsoft 365, Outlook and Adobe Acrobat, along with remote support tools such as Remote Assist and RDP. Experience with Active Directory, PC hardware and architecture, networking fundamentals, endpoint security solutions such as McAfee or Symantec, and general desktop technologies is important. Exposure to Windows 11 services, including Autopilot and Intune, would be highly beneficial.

You'll ideally hold Microsoft technical accreditations and have an awareness of ITIL or IT service management principles.

Everyone's different. That's why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday., At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people and our planet. With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry. We've made a promise to each other and every employee; to focus on sustainable impact, to care about each other's wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great. Our Culture: At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic. We've an environment that places a real importance on our people's wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million. So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.