IT Service Desk Advisor | Skipton, UK

Skipton; Skipton; On-site; GBP 22,000 - 30,000; Full time

Job summary

Skipton is looking for an IT Service Desk Analyst to join their 1st line team. The role involves providing technical support to colleagues and ensuring high service levels. The ideal candidate will have an IT background, excellent communication skills, and a passion for customer service. Skipton offers a vibrant work environment with various benefits, including a discretionary bonus, generous leave, and training opportunities.

Benefits

Annual discretionary bonus scheme

25 days standard annual leave + bank holidays

Holiday trading scheme

Matching employer pension contribution

Colleague mortgage

Salary sacrifice scheme for hybrid & electric cars

Training and development opportunities

Private medical insurance

3 paid volunteering days per year

Health and wellbeing benefits

Qualifications

• IT background through roles, education, or hands-on experience.
• Excellent phone manner.
• Eagerness to grow within a vibrant Technology team.

Responsibilities

• Handling inbound calls and emails for technical issues.
• Providing diagnosis, resolution, and escalation of incidents.
• Collaborating with 2nd and 3rd line IT Support Teams.

Skills

Customer service

Technical support

Communication

Education

IT background

Job description

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.

To maintain our excellent service level, we need 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.

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK, and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background and goals, we'll help you take the next step towards a better future.

What's In It For You?

Skipton values work/life balance and supports hybrid and flexible working, where possible. Our newly refurbished head office offers a vibrant and collaborative workspace.

We offer various benefits, including:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + increase of 1 day per year of service up to 30 days
• Holiday trading scheme to buy/sell additional leave
• Matching employer pension contribution (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks including Carers and Pride Alliance
• Health and wellbeing benefits like cycle to work and gym discounts

What Will You Be Doing?

• Working closely with colleagues at Head Office and across branches, handling inbound calls and emails, and being the first contact for technical issues.
• Providing diagnosis, resolution, and escalation of incidents and requests.
• Processing and managing incidents within our SLAs or escalating as needed.
• Collaborating with 2nd and 3rd line IT Support Teams to ensure excellent service.
• Logging incidents accurately to assist in management information analysis and identifying trends for further investigation.

What Do We Need From You?

• IT background through roles, education, or hands-on experience. Experience with SLAs or helpdesk support is a plus but not essential.
• Excellent phone manner and eagerness to grow within a vibrant Technology team.
• Focus on personal development, with potential to move into other technical areas within the business.