This is a hybrid module role with 2 working days from our London office
About Us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
We're evolving, to be a more digitally-focused data-driven insurance company of the future - and your unique talent, skills and ideas can drive our success. Like us, you thrive on collaboration, exploration and innovation. And like you, we take tech seriously. That's why we're embracing the move to a more digital, flexible world. With constant investment in the newest tools, programmes and equipment for our teams, it all adds up to creating the best possible user experience for customers. And a great career for you. Join us. Own the evolution.
Who you'll work with:
At DLG we are delivering a set of plans to transform our technology for the future, evolving the systems, platforms and infrastructure that our people use day-to-day. You'll join our wider 'Group Core Technology & Operations' department whose mission is to serve customers by managing Technology for stability, performance and value.
Within this you'll be part of the EUC Platform Operations team working with other support engineers and others such as our Support Lead, Risk Lead, Release manager and the wider team. The team have a continuous improvement mindset and we're looking for curious minds and critical thinkers who will work collaboratively to identify and analyse trends and root causes of incidents to prevent them in the future.
What you'll do:
Provide daily technical support to end-users for all end-user computing products and services - both remotely and face to fact from time to time.
Ensure rapid reaction and remediation of alerts and ensure incidents are resolved within set SLA with excellent customer service
Highlight common themes and trends through incident management and identifying underlying root cause, with a view to eradicate the re-occurrence through re-engineering, configuration or user education
Contribute to continuous improvement forums, and promote efficiency and automation opportunities.
On-call service for Major incidents where you will be part of an on-call rota.
Collaborate with other teams around the business such as our Security and Service Management
What we look for:
Experience and working knowledge of End User Computing products and services e.g. Cloud desktop services, Microsoft365, Microsoft InTune, Microsoft Teams, Multi Factor Authentication, Active Directory.
Any experience with iOS and Azure Virtual desktop and SCCM would be advantageous
Previous experience in a similar operational role - diagnosing and fixing issues
Excellent customer focus
Communicate technical information in a clear and understandable way to non-technical users and partners
Focus and drive to follow tasks through to completion
Collaborative and continuous improvement mindset; knowledge share,
A reasonable understanding of ITIL best practices, in particular, Change Management, Problem Management, Incident Management and Asset and Configuration Management
Experience with ITSM tools e.g. ServiceNow.
What we'll give you in return:
We wouldn't be where we are today without our people and the wide variety of perspectives and life experiences they bring. That's why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:
9% employer contributed pension
50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
Up to 10% annual bonus
25 days holiday (rising by 1 each year to 28) + bank holidays and option to buy or sell up to 5 days
Additional optional Health and Dental insurance
EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
Buy as you earn share scheme
Employee discounts and cashback
Plus many more
Ways of Working
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here .
We recognise and embrace people that work in different ways so if you need any reasonable adjustments within this recruitment process, please reach out to us and we can discuss how we can support you with this.
There's no-one else like you.
No-one with the exact same mix of strengths, quirks, skills and thoughts. That's why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We're proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.
Together we're one of a kind.
Collectively we help every business within our group aim higher. Standing shoulder to-shoulder to stand out in the market, we want to be an insurance company of the future. And with so many areas to choose from, your ambitions are welcome here. See your opportunity to start a career that's varied, distinct and exciting. Visit directlinegroupcareers.com
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