At a Glance
- Tasks: Provide top-notch IT support and help colleagues solve tech issues.
- Company: Join Lloyds Banking Group, a leading UK banking organisation.
- Benefits: Enjoy hybrid working, competitive pay, and career growth opportunities.
- Other info: Inclusive workplace with a focus on diversity and personal development.
- Why this job: Be the go-to tech guru and make a real difference in your colleagues' work lives.
- Qualifications: Previous IT support experience and strong troubleshooting skills required.
JOB TITLE: Technology Service Operations B (Colleague IT Service Desk Support Analyst)
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.
Why Lloyds Banking Group?
Join us and become part of a team that helps keep colleagues connected and productive every day.
As well as gaining valuable exposure to a wide range of technologies and support functions, you'll work alongside experienced professionals in a collaborative environment that supports development and career progression.
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 Power Point.
- 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 Cancer initiative.
That's why we especially welcome applications from under-represented groups.
We're disability confident. If you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
If you're excited by the thought of becoming part of our team, apply today.
We'd love to hear from you!
Adecco is a disability-confident employer.
It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply.
Adecco is committed to building a supportive environment for you to explore the next steps in your career.
If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
We use generative AI tools to support our candidate screening process.
This helps us ensure a fair, consistent, and efficient experience for all applicants.
Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco.
Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco.
Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser
StudySmarter Expert Advice🤫
We think this is how you could land Technology Service Operations in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adecco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adecco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technology Service Operations in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adecco:Your cover letter is your chance to shine! Tell us why you want to work at Adecco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adecco!
How to prepare for a job interview at Adecco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
