Service Desk Adviser

Skipton Building Society; Skipton; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading building society in the UK is seeking an IT Service Desk Analyst to support their head office and branch network. Responsibilities include assisting colleagues with technical issues, managing incidents, and working within set Service Levels. Ideal candidates will have an IT background and strong customer service skills. The role offers competitive salary and benefits, including hybrid working options.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Salary sacrifice scheme for hybrid & electric car

Private medical insurance

Cycle to work initiative

Discounted gym membership

Qualifications

• Background in IT through previous roles, education, or hands-on experience.
• Experience with SLAs in IT support or helpdesk environments is a bonus.

Responsibilities

• Work closely with colleagues to manage technical issues via calls and emails.
• Provide diagnosis and resolution of incidents and requests.
• Ensure incidents and requests are managed within agreed SLAs.

Skills

Customer service experience

IT background

Excellent phone manner

Job description

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Hours:

35 Hours per week across various shifts

Salary:

£24,240 Per Annum plus Shift Allowance - ITSD and 24x7 £2,424 Per Annum

Closing Date:

Thu, 7 Aug 2025

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.

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 whatever your 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 we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

• 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 information within the team and the wider IT department. Identifying common issues and trends for the Service Management team to investigate further.

What Do We Need From You?

• If you’ve got a background in IT through previous roles, education, or hands-on experience. If you’ve worked with SLAs or in an IT support/helpdesk environment before, that’s a bonus, but it’s not essential.
• 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.