End User Experience Analyst

The End User Experience Team supports the Bank by ensuring all issued hardware is performant enabling our colleagues to be productive and collaborate regardless of their location. In addition, the team offers face to face support for issues, fulfils service requests and supports project activity helping the Bank on its continual improvement and growth journey.

Please note this role is based in Wolverhampton

In this role, you will undertake the day-to-day investigation and resolution of incidents and fulfilment of Service Requests that are reported to IT. This includes undertaking system administrative tasks, troubleshooting and end-user training whilst acting as the face of IT to the Business.

This will require support of the local office, surrounding offices and occasional support of the London Office.

Your responsibilities will include…

• Ensuring Incidents are accurately assigned, updated and resolved through ServiceNow in a timely manner
• Facilitating Joiners, Movers and Leavers including deployment of equipment, updates to Active Directory, software installation and building access management
• Assisting the wider team in managing core IT administrative processes – including the management of consumables, stock and arranging the disposal of obsolete or damaged equipment and the shredding of data devices
• Participating in the Asset Management process ensuring that all assets are tracked through the CMDB in ServiceNow, correctly allocated, updated and stored securely at all times
• Participating in Mobile Device Management ensuring that all new devices are enrolled correctly, stock of mobile devices is maintained and defective devices are repaired/replaced swiftly
• Participating in the provision of Desktop Hardware (currently Desktops, Laptops, Thin Clients) ensuring that a stock of built devices are available for deployment as required
• Liaising with third-party suppliers as required in pursuit of issue resolution, planned maintenance and service improvement
• Ensuring Service Requests are fulfilled in line with agreed SLAs and users are communicated to, updating them through the process

We offer a base salary dependent on experience and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan

Please use this link to see the fantastic benefits available at OSB: OSB Careers

OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous work experience in an IT support role with customer facing support experience working with all levels
• Strong knowledge of Active Directory and ITIL Incident Management and Service Request Management processes
• Troubleshooting experience in respect of hardware/software/network issues 

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

If this sounds like you, please apply now For internal applications please visit the internal careers page to apply.

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you

Diversity, Equity & Inclusion

Not sure if you meet the spec? Let us decide.

Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.