3 months ago
IT Service Desk Analyst
Skipton Principle Office, The Bailey
Skipton, North Yorkshire, BD23 1AP
Hours of Work: 35 Hours Monday to Friday, 9am to 5pm
Salary: Dependant on Experience
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
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
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.
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 a great 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.
In return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:
* Competitive Employer pension contribution
* Company paid life assurance scheme
* 25 days holiday (plus bank holidays and the opportunity to participate in the annual Holiday Trading Scheme to buy/sell extra days)
* Annual discretionary bonus scheme
* Volunteering days
* Colleague discounts at a range of UK wide retailers, including holidays, restaurants, fashion, days out and more. Accessible via an online platform and mobile app.
* Discounts/cashback on selected products and services
* Employee Assistance Programme
* Diverse culture
Skipton are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age