Onsite Support Specialist

As an Onsite Support Specialist, you will be part of a team which is responsible for providing IT help and support to colleagues at all levels of our organisation in person and remotely. Your specialist IT knowledge, technical and interpersonal skills will enable you to provide swift support to users of various IT platforms and applications. You’ll be primarily based in our dedicated Tech Bar space prominently located in one of 2 London locations.

This is a 12 month secondment opportunity. For this role, you will be based onsite at our London office. If your application is successful, your hiring manager will provide further details on how this works. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

What you’ll be doing:

• Located in our Tech Bar, you will provide face-to-face (and sometimes remote) 1st and 2nd line support to colleagues from all levels of our organisation who come forward with IT queries and issues.
• The scope of our platforms spans laptops, desktops, Mac, mobile, iPads and iPhones, and you will be helping colleagues with Microsoft O365, iPadOS, iOS, amongst others.
• In addition to hardware and application support, you will assist with device configuration and set-up, as well as device replacements and swap-outs.
• Other activities will include issuing devices to new starters and helping them navigate through the set-up process, occasional deskside visits to members of the Nationwide leadership team to investigate and remedy equipment issues, managing workloads and ticket queues adhering to Key Performance Indicators (KPIs), logging all incidents, and maintaining comprehensive updates.
• You’ll also elevate tickets where appropriate to another resolving team, whilst keeping stakeholders notified and informed, and perform extensive technical investigation of any incidents prior to handover or referral.

About you:

• A positive and determined attitude, with a can-do approach to work.
• Competent at building relationships with colleagues utilizing your strong communication and interpersonal skills.
• Analytical and have a technical and logical mindset with a strong attention to detail when triaging incidents.
• Able to demonstrate a good knowledge of O365, Windows, Mac OS, iPadOS, iOS, device building & configuration.
• Flexible and have an adaptable approach when working to a shift pattern, embracing change as the organisation continues to evolve.
• Experience of working with an IT service management tool such as ServiceNow or similar.
• An understanding of IT service delivery or working in an ITIL environment, with a good awareness of IT terminology.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel – We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
• Say it straight – We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
• Push for better – We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done – We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.