Service Desk Technician

Join AX where our people and purpose drive us forward

At AX, we’re passionate about keeping drivers on the road and delivering exceptional care when it matters most. As a leading accident assistance and aftercare provider, we support customers involved in non-fault accidents by supplying replacement vehicles and managing their claims with empathy and efficiency.

Our values Inspired to Innovate, Always Respectful, Fully Accountable, and Delivering Delight are at the heart of everything we do. We foster a culture that prioritises wellbeing, development, and inclusivity, ensuring our people feel supported and empowered every step of the way. We’re a team that values care, quality, and customer satisfaction. You’ll be part of a supportive environment where your work is appreciated, and your development is encouraged. 

About the role

As Service Desk Technician you will provide first-line technical support across the business, ensuring timely resolution of IT issues and delivering a high standard of customer service. This role is key to maintaining operational continuity and supporting colleagues with their technology needs. During your initial training period you will be required to attend the Fort Dunlop office each working day, upon successful completion, you will be required to attend for a minimum of two days per week.

What you’ll be doing

• act as the first point of contact for IT queries, diagnosing and resolving issues where possible or escalating as needed
• conduct daily system checks to ensure availability of core services, escalating any issues immediately
• log and manage incidents via the service desk system
• guide users through basic troubleshooting sand provide clear, step-by-step instructions for resolution
• monitor incident queues, prioritising tasks based on urgency and business impact
• communicate effectively with colleagues providing timely updates 
• build, repair, and maintain desktops, laptops, printers, scanners, and other IT equipment
• support mobile devices (Android and iOS), including setup, troubleshooting, and maintenance
• visit office locations to perform basic installations, maintenance, and support tasks as required
• maintain clear documentation of recurring issues and resolutions to support knowledge sharing and future troubleshooting
• contribute to the improvement of support processes and user guides
• stay up to date with relevant technologies and pursue ongoing learning and development
• ensure compliance with GDPR and other relevant data protection regulations
• achieve individual objectives and contribute to team targets
• carry out any reasonable tasks as requested by the IT Service Desk Manager.

What you’ll bring

• demonstrable experience in a similar IT support role, ideally within a fast-paced environment
• strong technical knowledge across hardware, software, networking, and mobile devices
• experience supporting both office-based and remote users
• relevant IT qualifications and/or equivalent experience
• working knowledge of:
  1. Windows 10 and Office 365
  2. Microsoft Exchange and Active Directory
  3. Networking and Telephony
  4. Android and iOS
• excellent communication skills with a customer-first mindset
• calm under pressure, with strong problem-solving and prioritisation skills
• self-motivated and able to work independently
• detail-oriented with a proactive approach to learning and improvement
• passionate about technology and staying current with industry trends
• demonstrate behaviour in line with Company values; Always Respectful, Inspired to Innovate, Delivering Delight and Fully Accountable.

What we offer

• up to £28,000
• 22 days holiday (plus bank holidays), rising to 27 with service
• Workplace pension scheme
• Bupa Private Healthcare (optional)
• Life Assurance (4x salary)
• Employee Assistance Programme and wellbeing tools
• Retail discounts and savings
• Ongoing professional development and career growth opportunities 
• One charity/volunteering day off per year. 

Wellbeing, diversity and inclusion

For the third year in a row, we are proud to share that we’ve won an Inspiring Workplace Award. This is testament to our commitment to fostering a positive and inclusive workplace where every individual feels valued, supported, and empowered and remain focused on creating a culture where everyone can thrive and feel genuinely appreciated.

We've also achieved Thrive at Work Bronze Level accreditation from the West Midlands Combined Authority, recognising our commitment to improving health and wellbeing in our workplace.

If our values resonate with you and you’re excited about this opportunity, we’d love to hear from you. You might be just who we’re looking for.