Technology Service Operations

JOB TITLE: Technology Service Operations B (Colleague IT Service Desk Support Analyst)

PAY: £15.81 per hour

LOCATION: Edinburgh Sighthill North

HOURS: Full Time, 35 hours per week

WORKING PATTERN: Hybrid, at least 2 days per week in the office. Work 35 hours Monday to Friday with shifts between 7:00am and 7:00pm, rotating early shifts for 4 weeks and late shifts for 1 week, plus one Saturday every 5 weeks.

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 will 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 will help colleagues resolve technical problems quickly and efficiently while delivering an exceptional customer experience.

• Provide outstanding customer service and support to colleagues across the business.
• Act as the first point of contact for IT‑related queries via phone and online channels.
• Took ownership of incidents and service requests through to resolution.
• Diagnose and troubleshoot technical issues in a professional and efficient manner.
• Support colleagues working both remotely and in office environments.
• Build rapport quickly to gather relevant information and identify solutions.
• Maintain accurate records and ensure a high standard of service delivery.
• Identify opportunities to improve customer journeys and service processes.
• Deliver support with empathy, professionalism and attention to detail.

• 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.

• 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.

We are committed to fostering an inclusive workplace that reflects modern society and celebrates diversity in all its forms. We welcome applications from under‑represented groups and are disability confident.

We are an Equal Opportunities Employer and provide reasonable adjustments throughout the recruitment process.