IT Service Desk Analyst

About The Role

Contract type:
Permanent

Hours:

Full‑time, 35 hours

Location:

Head Office, Nottingham (Hybrid working, minimum 2 days per week).

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  At Nottingham Building Society our talent acquisition approach is rooted in openness and inclusive hiring, so even if you don’t feel you tick every box, we’d still genuinely love to hear from you.

In this role, you will be the person everyone relies on when they need support, whether that is through email, phone or a walk‑up conversation. You will diagnose issues, resolve requests and make sure every colleague receives a smooth, supportive experience.

You will play a key part in the day to day running of our IT operations, ensuring service levels are met, working with IT Procurement and keeping everything moving behind the scenes. By following the Tech Incident Management Process, you will categorise and triage requests accurately, communicate clearly with colleagues and escalate major incidents when needed.

If you enjoy helping people, solving problems and being at the centre of making technology work seamlessly across the organisation, this role offers the perfect opportunity to make a real impact.

• First‑Line Support & Issue Resolution – Act as the first point of contact for colleagues, handling incidents and requests received via email, phone, Teams messages and walk‑ups.
• Ticket Management & Logging – Record all interactions in the ITSM tool, ensuring accurate categorisation, triage and timely updates throughout the incident lifecycle.
• Operational Support & Service Management – Assist with daily IT operations, maintain service levels and support administrative activities including engagement with IT Procurement.
• Technical Troubleshooting & Fix Delivery – Diagnose and resolve hardware and software issues, perform installations and upgrades, and validate licensing and costs with Procurement.
• User Communication & Experience – Provide clear updates on ticket progress, agree resolutions with end users and ensure smooth ticket closure.
• Knowledge & Continuous Improvement – Maintain knowledge base articles, identify recurring issues, create problem records and contribute to improving support processes and communication.
• Asset & Equipment Management – Maintain accurate IT asset records, support insurance updates, build and deploy laptops/desktops and manage meeting room equipment setups.
• Compliance & Daily Operational Checks – Perform daily system and application checks, follow set procedures and support shift‑based coverage across business hours, including Saturdays.

• Core IT Support Knowledge – Understanding of first line IT support, including end‑user hardware, mobile devices and basic application support.
• Microsoft & Device Skills – Familiarity with Office 365, Microsoft Office, Active Directory and end‑user device management (preferred but not essential).
• Customer Service Mindset – Strong service focus with the ability to support colleagues professionally and build positive working relationships.
• Analytical Problem Solving – Able to investigate issues logically, use available resources effectively and contribute to improving processes and knowledgebase content.
• Prioritisation & Multi‑Tasking – Capable of managing multiple requests while maintaining clear priorities and delivering consistent support.
• Operational & ITIL Awareness – Experience in structured or audited environments where ITIL processes are used, with ITIL Foundation desirable.
• Clear Communication Skills – Communicates well with both users and technical teams, listens actively, writes clear documentation and translates technical issues effectively.
• Ownership & Growth Mindset – Takes responsibility for incidents and tasks, escalates when needed, works well within teams and is eager to…