IT Service Desk Agent

We're looking for an Agents to join our team. We're offering an £12.64 hourly rate, working from home, between 8-8 Monday to Saturday working 1 in 5 Weekends.

• Healthy Mind Champions - We have an active group of colleagues, spread right across the Society, who are trained to provide a listening ear and signpost support options.
• Employee Networks - We have nine employee networks, open to all of our colleagues. Their aims are to provide peer support, work collaboratively with the business to achieve strategic ambitions, and act as a collective employee voice. Our newest addition is the Minds Matter network, which focuses specifically on mental health and wellbeing.
• Online Resources - Our internal intranet page is much more than a news site, it's packed full of useful resources to support your wellbeing and is a great place to go for more information on a whole range of wellbeing topics.
IT Service Desk Agent 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. With an interest in IT and an opportunity to expand your technical skills and knowledge, you'll be part of a high performing team delivering incident fixes to colleagues, ensuring they are back up and running as soon as possible. To assist our colleagues with flexible working patterns, this role is shift based working between 8am and 8pm, Monday to Saturday. The role is primarily remote working however candidates should be able to travel to our Swindon admin sites for opportunities to join colleagues for meetings, training purposes, on-site working, etc. What you'll be doing Colleagues can choose to contact the IT Service Desk via telephony, 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. Focusing 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.

You will be a self-motivated team player with good communication skills, and be comfortable working with technical and non-technical colleagues. You'll enjoy problem solving and be passionate about expanding your technical skills and knowledge. Experience in the following would be beneficial:
• Working with our IT Service Management tool, ServiceNow
• An understanding of IT service delivery or working in an ITIL environment, with a good awareness of IT terminology
• Excellent communication and customer service skills
• A positive and determined attitude, with a can-do approach to work
• Ability to work in a pressurised environment in terms of volume and intensity of activity, GCSE or equivalent (required), Technical support: 1 year (preferred)
• Customer service: 1 year (required)
• Microsoft applications: 1 year (required)
  
  We're also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse. We'd love to hear about:
• Your values, and what makes you who you are
• How you'd make a difference to our members in this role
We know applying for jobs can sometimes feel like you're sending an application into a black hole. We review each application individually. So, it's a good idea to call out your most relevant experience on your application to give yourself the best chance. With a first-class training programme all you will need are a great team ethic and a flexible approach to work. If you understand the benefits of working collaboratively within teams then a role here at Nationwide Building Society could be for you. All successful applicants will need a right to work check, credit check and basic DBS conducted.