IT Service Desk Support Analyst

Salary: £? - ? per year

Requirements

• 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.
• Ability to build rapport quickly and gather information effectively.
• Proactive mindset with a focus on continuous improvement.
• Strong problem-solving and analytical skills.

Responsibilities

• 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.
• Take 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.

Technologies

• Active Directory
• Azure
• Excel
• Support
• Network
• Office 365
• Windows
• Cloud

More

We are Lloyds Banking Group, and 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 in Edinburgh Sighthill North. This is a full-time, hybrid role with at least 2 days per week or 40% of your time in the office, working 35 hours per week Monday to Friday with shift rotations between 7:00am and 7:00pm, plus 1 Saturday in every 5 weeks. We offer comprehensive training and ongoing support, exposure to a broad range of IT systems and technologies, opportunities to develop technical and customer service skills, and career progression within Lloyds Banking Group. We are committed to inclusion and diversity, welcome applications from under-represented groups, and can provide reasonable adjustments through our disability confident approach.

last updated 29 week of 2026