Job Introduction

An exciting opportunity has arisen for an individual who has a keen interest in IT, is value driven and has customer service experience to join us as an IT Service Desk Analyst in our 1st line team. This is a close knit, highly functioning department and we therefore desire a friendly and approachable person, with a focus on colleague and customer satisfaction.

In order to maintain the excellent service level we are known for, we must have a skilled 1st line Service Team to support our colleagues. You will be responsible for delivering support to Skipton Building Society’s head office and branch network, working to agreed quality standards and processes.

Main Responsibilities

You’ll be working closely with our colleagues across both our Head Office and our nationwide branch network, receiving inbound calls and emails and be the first point of contact for any technical issues. You will be responsible for providing diagnosis, resolution and functional escalation of incidents and requests.

It’s key that you process and manage incidents and requests within our agreed Service Levels (SLA’s) or escalate appropriately in accordance with the defined procedures. You will work closely with the 2nd and 3rd line IT Support Teams to provide excellent customer service to the wider business community.

Making sure that all incidents/calls are logged accurately to help with the creation and analysis of management informationwithin the team and the wider IT department. Identifying common issues and trends for the Service Management team to investigate further.

Ideal Candidate

If you’ve got experience of working towards SLA’s along with any previous experience working within an IT Services / IT Support Helpdesk team that would be ideal. If you have an excellent phone manner and are keen to progress within a vibrant Technology team then this could be a great role for you. We put focus on personal development and the Service Desk can act as a springboard into other technical teams within the business.

About Skipton Building Society

At Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do. The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers.

We’re committed to creating a diverse and inclusive workplace where every colleague has an opportunity to fulfil their career potential. We respect and appreciate the value that our colleagues’ unique differences can bring and offer consideration for anyone seeking a more flexible work-life balance. If you have a need for flexibility then please let us know.

Why Work For Us

We’re committed to payingour people fairly for the role they undertake and provide a wide range ofbenefits to support our colleagues’ finances and wellbeing, including ourEmployee Assistance programme, the opportunity to buy extra holidays andshopping discount vouchers You’ll be able to shape your career within your team and can expect astructured learning and development programme where you’ll be valued recognisedand rewarded.

 More information on our benefits can be found here

Skipton are an equalopportunities employer and we welcome applications from all suitably skilled orqualified applicants, regardless of their race, sex, disability,religion/beliefs, sexual orientation or age

£18,000 Per Annum