Service Response Technician
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Posted: 10/20/2026ITSM
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Service Response Technician
Hastings DirectCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support across multiple channels, including phone, chat, and face-to-face interactions, while adhering to ITIL principles and maintaining a strong focus on information security and service management best practices.
Highest-signal resume keywords
Customer Service ExperienceIT Service Management (ITSM) ToolsITIL PrinciplesExcellent Communication SkillsInformation Security Awareness
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide customer support via phone, chat, email, self-service and face-to-face support at the Tech Bar
- Represent Technology Services by creating a welcoming and approachable support experience
- Support the Tech Bar as a visible and accessible Technology hub
- Welcome walk-in customers and provide professional support in a highly visible environment
- Take ownership of issues from first contact to resolution
- Keep colleagues clearly informed throughout the support process
- Help deliver Hastings' Tech Bar vision
- Help colleagues stay productive and connected
Requirements
What you’ll need- Experience in customer service, a service desk, technical support or a multi-channel support environment
- Excellent communication and people skills, with the ability to explain technical information clearly and simply
- Strong customer focus and genuine commitment to excellent service
- Experience using IT Service Management (ITSM) tools
- Understanding of ITIL principles and service management best practice
- Strong awareness of information security, audit and operational controls
- Discipline to follow agreed processes and challenge or escalate gaps appropriately
- Ability to work from the Leicester or Bexhill office at least four days each week
- Thorough referencing process includes credit and criminal record checks
Benefits
Comp & perks- Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
- 4x salary life assurance cover
- Income protection at no extra cost
- Matched pension contributions up to 10%
- Discounts and cashback
- Free independent mortgage advice
- Free access to financial wellbeing support
- Thrive mental health app
- Colleague assistance programme available 24/7
- In-house mental health first aiders
- Support groups and dedicated wellbeing team
- 25 days annual leave plus bank holidays
- Option to buy or sell one of your weeks
- Health care cash back plans
- Dental plans
- Discounted health assessments
- Cycle to work scheme
- Tech schemes
- Discounted and free onsite facilities
- Social events throughout the year
- Support, training and development
- Recognition and rewards
- Opportunity to voice ideas and put them into practice
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportMulti-Channel SupportService Desk ExperienceProcess DisciplineOperational Controls
Soft Skills
Strong Customer FocusPeople SkillsProblem-Solving
Industry Keywords
Service Management Best PracticeSupport ProcessTech BarCustomer SupportAudit Controls