IT Support Assistant – 1 Yr Industrial Placement Full Time NEW

This is a one year Industrial Placement starting on 7th September 2026. To be eligible for this programme you must be currently studying at University and undertaking a one year industrial placement as part of your course. You must be returning to University in September 2027.

Application Process

We aim to make our application process as simple and as straightforward as possible, but also want to ensure candidates have the appropriate skills for the roles that they are applying for. Registration is simple and, if eligible for the programme, you will be sent a 30-45 minute online assessment as part of the application process. If you are successful at the assessment we will be in touch shortly after to arrange the two stage interview process.

Applications for this programme will be open until we receive enough applications. When that happens, we’ll close the programme to new candidates. Please complete your application as soon as possible to avoid missing out.

Job Purpose

To be the first point of contact for IT by providing 1st line IT support via the efficient and effective use of Arbuthnot Latham’s support desk software. Provide an excellent level of IT customer service to the business.

To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA’s Conduct Rules.

Key Responsibilities

Helpdesk

• Log/maintain calls utilising Service Desk software ServiceNow
• Answer the Service Desk Phone
• Manage new starters, department changes and leaver process
• Respond to incidents/service requests and perform triage and attempt first fix, allocating calls to other members of the team in a structured escalation
• Track job progress against pre-determined SLA’s including maximum allowable response and rectification times and implement escalation procedures as necessary
• Report back to users on job progress with regular updates, completion and produce reports on performance upon demand
• Upload and amend asset information as held in the Service Desk ServiceNow database
• Ticket queue management – ensure tickets are at the correct priority and escalated accordingly
• General administration duties as and when required
• Any other duties required to ensure an effective and efficient Service Desk service is delivered in accordance with the team goals

Application Support

• Tercero: logging calls, updating calls and preparing the weekly tracker
• Prepare the Oracle tracker for biweekly meetings
• ServiceNow: proofreading and testing of documentation and knowledge bases
• Ticket hygiene: chasing suppliers or users etc, checking updates on tickets

Risk

Responsible for managing risks inherent to the role by diligently observing internal policies and procedures

Key Interfaces

• IT Team
• All business areas across the group

Person Specification

Knowledge / Experience

• Strong organisational and administrative skills
• High degree of computer literacy with exposure to Microsoft technologies desirable
• Excellent communication skills both written and verbal with colleagues and providers

Qualifications

• Studying towards degree level education

Competencies

• Problem Solving & Judgment
• Customer Focus
• Planning & Reviewing
• Performance Focus
• Communication & Confidence

About Us

Life, Work and Benefits

At Arbuthnot Latham, we seek proactive individuals who embrace high standards and bring the energy needed to drive success. In return, you can thrive in a dynamic environment that values your innovative ideas and provides the stability and support for your personal and professional growth. Our human-scale ethos means that everyone is recognised as an individual, not just a number, creating a workplace where you truly belong and thrive.

As a service-led, relationship-driven bank, in-person collaboration and wellbeing are important to us and drive our inclusive culture. With this in mind, our Agile Working Policy offers one day a week working from home.

Benefits

• Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year
• Pension via market-leading provider
• Private Healthcare cover
• 4x Life Assurance
• Discretionary Bonus
• Access to a suite of flexible benefits including Cycle to Work Scheme, Gym Scheme, Health Assessment, Season Ticket / Travel loans and Dental insurance as well as other discounts / vouchers