IT Service Desk Analyst - Nottingham City

IT Service Desk Analyst – Nottingham City

Contract type: 12 month fixed-term-contract

Hours: Full-time, 35 hours on a rota Monday – Saturday

Location: Head Office, Nottingham (Hybrid working, 2 days per week at Head Office on a rota basis, Saturdays are always working from home days)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact

Shift patterns: (Monday – Friday: Early shift 7.30am – 3.30pm, mid shift 9.00am – 5.00pm, late shift 10.30am – 6.30pm | Saturday: 8am – 2pm)

Are you a tech-savvy problem solver with a passion for delivering exceptional support? At Nottingham Building Society, our IT Service Desk team are at the forefront of keeping the Society running smoothly. We pride ourselves on providing first-class day-to-day operational IT support to our users, responding swiftly to incidents and requests across online platforms, email, IM, and telephone. From resolving technical challenges to maintaining and managing vital IT services and infrastructure, we ensure our colleagues have the tools they need to excel every day.

But it doesn’t stop there! As part of our Technology team, you’ll play a key role in shaping the future of our operations. With a focus on operational support and continuous improvement, you’ll collaborate with the wider Technology team to enhance processes, elevate service quality, and boost team expertise. This is your opportunity to be part of a team looking to drive innovation and efficiency at the heart of our Society in 2025.

You will take ownership of every ticket and query, from logging to resolution, keeping users informed every step of the way. If you have experience in a first line Service Desk / IT Operations team with a passion for change and continuous improvement, this role offers bags of opportunity to make a real difference!

Here’s a taste of what you will be doing as a IT Service Desk Analyst at Nottingham Building Society: –

• Provide 1st line support, ensuring that each support call is dealt with promptly, efficiently, and professionally with first class customer service.
• Support meeting room setups and understanding of relevant equipment for colleagues.
• Support New Starters with IT access, Laptop deployment and educate new colleagues on IT best practice to support with their onboarding.
• Respond to a broad range of incidents and service requests for support by providing information to fulfil requests or enable resolution within agreed SLAs.
• Record and track incidents and requests from logging to conclusion, including maintaining records, informing users about progress and process and advises relevant persons of actions taken.
• Promptly escalates complex or unresolved incidents.
• Maximise application availability by following standard operating procedures to resolve and escalate issues.
• Carry out or manage the installation and configuration of hardware (including laptops and mobile devices) and software according to instructions and guidance from internal / external technical teams.
• Perform daily actions as per procedures to ensure compliance and performance across IT applications, processes and systems.
• Carry out agreed control checks to ensure all work is being carried out in the correct manner and that the security over data and programs is maintained.
• Create and maintain documentation for all technical and operational processes and procedures.
• Actively contributes to the drive for continuous improvement across technology and process.

About you: –

• Experience working in a first line IT operational support team providing maintenance and support services to end users is preferred, but not essential.
• Experience supporting and managing Microsoft products, Azure and standard Active Directory and end user devices.
• Ability to communicate well with both users and technical colleagues both verbally and in writing.
• A strong customer focus and an interest in the business as well as a capacity for technical learning.
• Ability to write documentation clearly and concisely and to pass on the relevant technical information to both technical and non-technical staff.
• A logical thinker having a high problem-solving capability and importantly an aptitude for information technology.

Reward & Benefits –

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: –

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Us

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.