IT Service Desk Advisor

Hours: 35 hours per week
Closing Date: Fri, 30 May 2025

Job Overview

An exciting opportunity has arisen for an individual with a keen interest in IT, value-driven approach, and customer service experience to join us as an IT Service Desk Analyst in our 1st line team. We are a close-knit, highly functioning department seeking a friendly and approachable person focused on colleague and customer satisfaction.

You will be responsible for supporting Skipton Building Society’s head office and branch network, working to established quality standards and processes to maintain our excellent service level.

Who Are We?

Not just another building society. Not just another job. We’re the fourth biggest building society in the UK and are a mutual organization owned by our members. Our colleagues say Skipton is a great place to work, and we welcome new ideas to keep customers at the heart of what we do. We support your growth regardless of your background or goals.

What’s In It For You?

• Support for hybrid and flexible working arrangements
• Refurbished head office with vibrant, collaborative spaces
• Benefits including:
• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays + increment to 30 days with service
• Holiday trading scheme
• Matching pension contributions (up to 10%)
• Colleague mortgage options (conditions apply)
• Salary sacrifice for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks (e.g., Carers, Pride Alliance)
• Health and wellbeing initiatives, including cycle to work and gym discounts

Key Responsibilities

1. Work closely with colleagues at Head Office and across branches, handling inbound calls and emails as the first contact for technical issues.
2. Diagnose, resolve, and escalate incidents and requests efficiently.
3. Manage incidents and requests within SLA targets or escalate as needed.
4. Collaborate with 2nd and 3rd line support teams to deliver excellent customer service.
5. Accurately log all incidents/calls to support management information analysis and identify common issues for further investigation.

Candidate Requirements

Experience in IT through previous roles, education, or hands-on practice is desirable. Familiarity with SLAs or IT support/helpdesk environments is a bonus but not essential. Excellent phone manners and a desire to grow within a vibrant technology team are important. We value personal development and see this role as a stepping stone into other technical areas within the business.

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