Service Desk Support Technician

Stockport, England, United Kingdom · Service Management · HC expand job description ↓


Are you a Service Desk Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Service Desk Role? We want to hear from you!

As a Service Desk Technician, the key focus to your role will be to resolve CDL application and product incidents, reported by clients. Working to agreed SLA’s you will provide thorough investigation to find the root cause of problems. You will help diagnose technical faults with the applications through resolution, within agreed SLA’s. We are looking for a Service Desk Technician who has excellent problem solving skills with the ability to understand client problems and the impact it has on a client’s activities.

There will be a strong customer service focus to your role and communication skills are essential, ensuring you are building and maintaining excellent customer relationships. You will be responsible for assisting with incident and problem escalation, analysing information and identifying problems effectively, escalating to team leaders and managers where necessary. You will keep up to date with technology, be motivated in your own personal development, including setting goals and objectives aligned with the business values.

About CDL

CDL are proud to achieve the Top Employer 2019 for the third year running! We are looking for talented people to join us on our journey. CDL has established its position as a market leader in the highly competitive retail insurance sector by consistently creating powerful enterprise software solutions that deliver competitive and innovative advantage to our customers.

We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We like to work in small, focused groups so you are always learning from people around you and you feel a part of the success of each project you are involved with.



  • Computer literate, with some experience of operating systems and/or PCs.
  • Excellent customer service skills, being able to empathise with clients is a must!
  • Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus.
  • GCSE A-C in Maths and English, or equivalent.
  • Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
  • Adaptable, flexible and able to work to agreed deadlines (SLA’s)
  • Passionate and posses a willingness to learn.
  • Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
  • An awareness of ITIL is an advantage.


  • Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
  • An awareness of ITIL is an advantage.


  • Work with the best in the business
  • On-site free parking
  • Open plan modern offices
  • Shuttle bus to and from the station
  • Excellent training and development platform
  • Opportunities for career progression
  • Subsidised restaurant
  • 25 days holiday to start
  • Dress down policy
  • Tax free child care vouchers
  • Life and health assurance
  • Pension scheme
  • Community projects
  • Games room and chill out zone
  • Social activities, regular social events through our social group Xtra, including a summer barbeque, competitions, bowling, go-karting, football games, Winter party and much more!
  • Car wash, Barber, Yoga classes, Boot Camp and Massage services all on site
  • Cycle to work scheme
  • Shower and dry rooms
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