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 Team
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

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)? plus the option to buy more.
• Up to five extra paid well-being days per year?.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.
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.
We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you'll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking - but fairer, more rewarding, and for the good of society. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
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
It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.
If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.
Advertised: 10 Oct 2025 GMT Daylight Time
Applications close: 17 Oct 2025 GMT Daylight Time

Skills Required