Onsite Support Specialist

As an Onsite Support Specialist, you will be part of a team who are 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.

Primarily based in our dedicated Tech Bar space in Swindon, where from here you will be part of an established team of friendly IT specialists, ready to help colleagues with their technology & application queries and issues.

This is a 12-month secondment opportunity.

For this role you will be based onsite at our Swindon 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.

If you’re a colleague on long term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• 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 salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Andy Lewis, and the main recruitment contact is Ashley Dodds.

Responsibilities

What you’ll be doing

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 range across laptops, desktops, Mac, mobile, iPad & iPhone and you will be helping colleagues with Microsoft O365, iPadOS, iOS amongst others.

In addition to hardware and application support, you will be on hand to assist with device configuration & 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, 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 (KPI’s) and logging all incidents. You'll also maintain comprehensive updates while routing tickets to another resolving team where appropriate while keeping stakeholders notified and informed, and performing extensive technical investigation of the incident prior to hand-over or referral.

About you

As a minimum requirement, you’ll have:

• Competent at building relationships with colleagues utilising your excellent communication and interpersonal skills
• Be analytical and have a technical and logical mindset with a strong attention to detail when triaging incidents
• Be able to demonstrate a good knowledge of Office 365, Windows, Mac OS, iPadOS, iOS, device build & configuration
• Be 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 Service Now 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.