IT Service Desk Analyst

Within End User Services, the IT Service Desk is the first point of contact for all retail and admin Nationwide colleagues with an IT related query or incident. As an IT Service Desk Agent, you'll play a central role when it comes to supporting colleagues via telephony or one of our online channels.

Colleagues can choose to contact the IT Service Desk via telephone, our online IT hub, or by using live chat. You'll monitor these channels and ensure contacts are responded to in a timely manner. You'll help colleagues with a wide range of IT (and non-IT) queries, incidents and requests.

Where a software or hardware fault needs to be logged, you'll use our IT Service Management tooling to accurately capture incident information and provide 1st line IT support and troubleshooting. Using the Knowledge Base, you'll apply technical fixes, adhering to SLAs, and ensure all steps taken are documented. Where an immediate fix is not possible, you'll route the incident to the correct IT support team, following the incident management process.

Focussing on end user satisfaction, you'll take responsibility for tickets in your queue, ensuring timescales are adhered to and colleagues are kept up to date as their incident progresses.

Typical day:

• Pick up tickets logged overnight
• Responding to incoming calls on telephone, webchat and self-service portal.
• Troubleshooting issues
• Escalating trends - to help identify and prevent ongoing issues
• All internal colleagues - no members

Do you have experience in IT support?, * Previous experience or technical understanding of IT

• Excellent written and verbal communication skills
• IT Competency/Computer literacy
• Highly organized with a keen eye for detail
• A team player with a proactive attitude and willingness to learn
• Able to communicate effectively and assist with inquiries
• Can work well in a team under pressure and in a fast-paced environment

If you're a proactive team player with a commitment to delivering high-quality service, we'd love to hear from you!

Nationwide is the world's largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK's population. We've got the scale to compete with the big banks, but we're not a bank. As a building society, we're owned by our members - that's our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose: Banking - but fairer, more rewarding, and for the good of society. As champions of the mutual way, we challenge the financial sector status quo. We don't see customers as the engine of our own profit. We work on behalf of them. Always there when they need us. Supporting them and their lives. When you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about customers, you're one of us. An advocate for positive change. We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.