About the team:
The End User Experience Team supports the Bank by ensuring all issued hardware is performant enabling our colleagues to be productive and collaborate regardless of their location. In addition the Team offers face to face support for issues, fulfils service requests and support Project activity helping the Bank on its continual improvement and growth journey.
About Us:
The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.
Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.
Alongside passion for our products and customers, we’re passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.
What you will be doing:
In this role, you will undertake the day-to-day investigation and resolution of Incidents and fulfilment of Service Requests that are reported to IT. This includes undertaking system administrative tasks, troubleshooting and end-user training whilst acting as the face of IT to the Business.
This will require support of the local office, surrounding offices and occasional support of the London Office.

Your responsibilities will include…

• Ensuring Incidents are accurately assigned, updated and resolved through ServiceNow in a timely manner
• Facilitating Joiners, Movers and Leavers including deployment of equipment, updates to Active Directory, software installation and building access management
• Assisting the wider team in managing core IT administrative processes – including the management of consumables, stock and arranging the disposal of obsolete or damaged equipment and the shredding of data devices
• Participating in the Asset Management process ensuring that all assets are tracked through the CMDB in ServiceNow, correctly allocated, updated and stored securely at all times
• Participating in Mobile Device Management ensuring that all new devices are enrolled correctly, stock of mobile devices is maintained and defective devices are repaired/replaced swiftly
• Participating in the provision of Desktop Hardware (currently Desktops, Laptops, Thin Clients) ensuring that a stock of built devices are available for deployment as required
• Liaising with third-party suppliers as required in pursuit of issue resolution, planned maintenance and service improvement
• Ensuring Service Requests are fulfilled in line with agreed SLAs and users are communicated to, updating them through the process

In return for your commitment:

We offer a base salary dependent on experience of between £27,000 - £36,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme

Could you be the one?:

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous work experience in an IT support role with customer facing support experience working with all levels
• Strong knowledge of Active Directory and ITIL Incident Management and Service Request Management processes
• Troubleshooting experience in respect of hardware/software/network issues

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.
What to do next:
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.
Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.
If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.
As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.
All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

• Ensuring Incidents are accurately assigned, updated and resolved through ServiceNow in a timely manner
• Facilitating Joiners, Movers and Leavers including deployment of equipment, updates to Active Directory, software installation and building access management
• Assisting the wider team in managing core IT administrative processes – including the management of consumables, stock and arranging the disposal of obsolete or damaged equipment and the shredding of data devices
• Participating in the Asset Management process ensuring that all assets are tracked through the CMDB in ServiceNow, correctly allocated, updated and stored securely at all times
• Participating in Mobile Device Management ensuring that all new devices are enrolled correctly, stock of mobile devices is maintained and defective devices are repaired/replaced swiftly
• Participating in the provision of Desktop Hardware (currently Desktops, Laptops, Thin Clients) ensuring that a stock of built devices are available for deployment as required
• Liaising with third-party suppliers as required in pursuit of issue resolution, planned maintenance and service improvement
• Ensuring Service Requests are fulfilled in line with agreed SLAs and users are communicated to, updating them through the proces