IT Service Desk 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.
• 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.

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
• AI
• REST

More

We are an in-house IT Service Desk team supporting colleagues across Lloyds Banking Group. This is a full-time temporary role for 12 months based in Edinburgh Sighthill North, working a hybrid pattern with at least 2 days per week, or 40% of time, in the office. The role offers 35 hours per week across Monday to Friday with shift rotations between 7:00am and 7:00pm, plus 1 Saturday in every 5 weeks. We provide comprehensive training and ongoing support, exposure to a broad range of IT systems and technologies, weekly pay, online payslips, a dedicated aftercare team, annual leave allowance, an Employee Assistance Programme, access to Able Futures, eyecare vouchers, Boost benefits, a Smart Spending App, and a workplace pension scheme. We are committed to inclusion, diversity, and reasonable adjustments for candidates who need them.

last updated 29 week of 2026