Acorn Group
IT - Desktop Support Technician
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IT - Desktop Support Technician
IT Desktop Support Technician – Sevenoaks
About the Role
We’re recruiting a talented Desktop Support Technician to join our dynamic and fast-paced team. Reporting to the Desktop Support Team Manager, you'll be the first point of contact for all IT issues, security incidents, and requests from colleagues across the business, with a focus on first-time resolution.
Key Responsibilities
As an IT Desktop Support Technician, you will:
- Be the first port of call for IT issues, security incidents, and service requests, escalating to specialist resolver groups when necessary while managing tickets, adhering to SLAs, and meeting KPIs.
- Provide deskside and remote IT support to the entire user base.
- Manage service desk incidents in a ticketing solution, troubleshooting and resolving network connectivity and system issues in line with SLA targets.
- Administer Active Directory, maintain system checks and monitor infrastructure availability and performance.
- Oversee VOIP and digital phone systems to ensure seamless customer journeys.
- Lead the distribution of software packages, both manually and via automation.
- Compliance with security processes, including managing pagination, backups and recovery.
- Collaborate in production support and continuous improvement initiatives to enhance efficiency.
- Maintain knowledge base documentation and participate in application testing as needed.
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Location & Working Hours
- Sevenoaks (on-site)
- 37.5 hours per week, Monday to Friday, with a 3-week rolling rota:
- Core hours: 8:00am – 9:00pm
- 1 in 8 Saturdays: 9:00am – 5:30pm
Salary
£34,000–£36,000 DOE
What We’re Looking For
Experience & Qualifications:
- Minimum 1 year in a support role within a managed IT service desk function.
- Strong knowledge of Windows 10 and 11, anti-malware solutions, Office 365, and basic networking.
- Working experience with ITIL service management or relevant qualifications (e.g., CompTIA).
- Understanding of security principles, endpoint solutions, virtualisation, and cloud technologies.
- Preferable familiarity with insurance/legal sector toolsets.
Core Skills:
- Exceptional problem-solving, troubleshooting, and documentation abilities.
- Excellent verbal/written communication for all organisational levels and external partners.
- Ability to work under pressure, meet deadlines, and deliver first-time resolutions.
- Commitment to customer service excellence.
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Why Join Acorn?
Competitive & Inclusive Benefits
- 35 days’ holiday + buy/sell options
- 24/7 mental health support & free counselling
- Hybrid working flexibility
- Career growth through training programs and leadership opportunities
- Flexible financial benefits (e.g., early salary access)
- Social recognition & team events
Acorn’s Culture & Values
Get behind our 4 core principles:
- "🦏 We run through walls for our customers and each other"
- "🐐 We challenge the status quo"
- "🐧 We succeed when we help others thrive"
- "🐆 We make decisions quickly"
As part of the Acorn Group, we emphasise: ✅ Mindful Employer (mental health accreditations) ✅ Disability Confident Level 1 & 2 ✅ Menopause-Friendly accreditation ✅ Armed Forces Covenant signatory ✅ Great Places to Work award winner
Join a thriving team (1,700+ colleagues) driving UK insurance innovation.
Vital Application Notes
- Successful candidates will undergo:
- Criminal record check + insolvency register check
- We do not sponsor visas, so applicants working in the UK must confirm they can stay long-term.
What we love most:
- Preparedness to grow with us!
Ready to join? Apply today!
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