IT Service Desk Analyst

JOB TITLE:

IT Service Desk Analyst

PAY: £15.81 per hour

LOCATION:

Edinburgh Sighthill North

HOURS:

Full Time, 35 hours per week

START DATE:

September 1st

CONTRACT:

Temporary 12 months

WORKING PATTERN:

Our work style is hybrid, which involves spending at least 2 days per week, or 40% of your time, in the office.

You'll work 35 hours per week across Monday to Friday, with shift rotations between 7:00am and 7:00pm. The current rotation includes 4 weeks of early shifts (finishing between 2:30pm and 5:30pm) and 1 week of late shifts (finishing between 6:00pm and 7:00pm). You'll also work 1 Saturday in every 5 weeks.

Shifts are provided at least 4 weeks in advance, helping you plan your work-life balance.

About this opportunity

We are looking for customer-focused individuals with a passion for technology and delivering outstanding service to join our in-house IT Service Desk team.

As a Colleague IT Service Desk Support Analyst, you'll be the first point of contact for colleagues across Lloyds Banking Group, providing support and guidance on a wide range of IT-related issues. You'll play a key role in helping colleagues resolve technical problems quickly and efficiently while delivering an exceptional customer experience.

This role is ideal for someone who enjoys troubleshooting, problem-solving, and helping others. It also offers a fantastic opportunity to gain exposure to the IT infrastructure, support processes, and continuous improvement initiatives that support one of the UK's largest banking groups.

You'll build strong relationships with colleagues across the organisation while working closely with a broad range of internal IT teams.

Day to day, you'll be:

Providing outstanding customer service and support to colleagues across the business.
Acting as the first point of contact for IT-related queries via phone and online channels.
Taking ownership of incidents and service requests through to resolution.
Diagnosing and troubleshooting technical issues in a professional and efficient manner.
Supporting colleagues working both remotely and in office environments.
Building rapport quickly to gather relevant information and identify solutions.
Maintaining accurate records and ensuring a high standard of service delivery.
Identifying opportunities to improve customer journeys and service processes.
Delivering support with empathy, professionalism, and attention to detail.

Benefits

Hybrid working model with approximately 60% home working and 40% office-based working.
Comprehensive training and ongoing support.
Exposure to a broad range of IT systems and technologies.
Opportunity to develop technical and customer service skills.
Career progression opportunities within Lloyds Banking Group.
Weekly pay.
Online payslips.
Dedicated aftercare team.
Annual leave allowance.
Employee Assistance Programme.
Access to Able Futures.
Eyecare vouchers.
Access to Boost benefits including shopping discounts, attraction tickets, and services.
Smart Spending App.
Workplace Pension Scheme.

What you'll need

Previous IT support experience is essential.
Experience supporting users on Windows Operating Systems.
Strong troubleshooting skills across Microsoft Office 365/Office 2016 applications, including Outlook, Word, Excel, and PowerPoint.
Experience using Microsoft Azure and Active Directory.
Knowledge of the Microsoft Managed Device (MMD) environment/platform.
Experience supporting both office-based and remote colleagues, including home network and peripheral connectivity issues.
Strong communication and customer service skills.
Excellent attention to detail.
The ability to build rapport quickly and gather information effectively.
A proactive mindset with a focus on continuous improvement.
Strong problem-solving and analytical skills.

About working for us

Our focus is to ensure we're inclusive every day and build an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and launch a dedicated Working with…