IT Service Desk Analyst

About the role

We are seeking a customer‑focused IT Service Desk Analyst to join the in‑house desk supporting Lloyds Banking Group employees. As the first point of contact, you will help colleagues resolve a wide range of technical issues while delivering a high‑quality service experience.

Key responsibilities

• Provide first‑line support via phone and online channels for IT‑related queries.
• Take ownership of incidents and service requests from logging to resolution.
• Diagnose and troubleshoot hardware, software and connectivity problems efficiently.
• Support both remote and office‑based users, adhering to shift rotations and occasional Saturday coverage.
• Maintain accurate records of interactions and ensure service standards are met.
• Identify and suggest improvements to customer journeys and service processes.

Required profile

• Customer‑oriented mindset with strong communication skills.
• Enjoys troubleshooting and problem‑solving.
• Willingness to work shift rotations (early and late) and occasional Saturdays.
• Ability to build rapport quickly and gather relevant information.

Required skills

What we offer

• Hybrid working model (≈60% home, 40% office).
• Comprehensive training and ongoing support.
• Exposure to a broad range of IT systems and technologies.
• Opportunities to develop technical and customer‑service skills.
• Clear career progression within a leading UK banking group.