IT Service Desk Agent

At **Nationwide**, we are not like a bank or other financial services companies, we are a Building Society - and we are building our society with a sense of community and with a collective belief in the idea that we are all here to help one another.

At **Nationwide**, our mission is to build an inclusive culture where everyone can thrive and for our Society to reflect the diversity of the communities we serve. We want to support and uplift people’s wellbeing so they can bring their whole selves to work and flourish in all aspects of their lives. Working for **Nationwide**, you’ll have access to a range of benefits, support and resources. For example:

- **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.

**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.

Focussing 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.

**About You**

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

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

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.

**Job Types**: Full-time, Temporary contract
Contract length: 12 months

**Salary**: £11.00 per hour

**Benefits**:

- Discounted or free food
- Gym membership
- On-site parking
- Work from home

Schedule:

- 8 hour shift

Ability to commute/relocate:

- SWINDON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: Hybrid remote in SWINDON

Reference ID: ITService