IT Service Desk Adviser

Job Description

Business Unit: Technology Operations and Cyber Security
Salary range: £24,800 to £26,000 per annum – DOE
Location: Remote with occasional travel to a UK Virgin Money Hub location when required
Contract type: 12 month Fixed Term Contract – Full Time

Our aim is to work with our colleagues across the country to get them back up and running as quickly as possible. While you’re doing that, we’ll train you to get you up to speed with all the tools and knowledge you need to help our colleagues. This is a diverse role where no day is the same and so we are looking for someone who’s able to adapt to the work that comes in daily.

What you’ll be doing

• Provide first line technical assistance to resolve IT related issues to all Virgin Money colleagues.
• Being available for colleagues via call taking or managing workload that is generated via the portal or Live Chat ensuring that the colleague experience is positive.
• Ensure that all incidents are resolved or escalated appropriately to 3rd line teams.
• Ensure all incidents and users requests are appropriately recorded. All information logged and any actions taken to try and resolve the issues are documented.
• Ensure customers are highly satisfied with your personal involvement and that of the IT Operations department as a whole. Act on any feedback shared from surveys and drive improvements in processes and ways of working.
• Adhere to procedures/processes regarding communication of incidents, problems, and changes.
• Build effective relationships with supporting departments, our 3rd parties’ partners, and our customers.
• Ensure that customer focus and providing a high-quality service are at the heart of all activities and processes.
• Be proactive and work with the wider team to develop skills and knowledge.
• Contribute towards maintaining agreed and defined SLA levels for supported systems. Take accountability for breached tickets/SLAs.
• Seek to develop self in line with own objectives seeking support from the Team where required.
• Strive to achieve stretch personal and team targets.
• Take ownership for your own development including taking proactive steps to improve and maintain your skills, knowledge, and behaviours.

We need you to have

• Experience working on an IT Service Desk
• Strong customer service skills
• The ability to build relationships and have the gravitas and confidence to work effectively with all levels across the business both on the phone and via ServiceNow.
• Experience in using some or all of the following:
• ServiceNow, Windows 11, O365, WAN/LAN Network infrastructures (IPv4), Office 2013, Citrix/Citrix Director, Desktop PC, Laptop hardware and Apple Devices (iPad, iPhone, MACs)

It’s a bonus if you have but not essential

• Knowledge of or Experience in Active Directory Entra/Okta/Microsoft Azure
• An understanding of ITIL requirements
• Experience in using Service Now to record incidents and resolutions

The extras you’ll get

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

As a Disability Confident Leader, we’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.