Modern Workplace CITSD Support Analyst - Grade C

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End Date Wednesday 17 July 2024 Salary Range £31,151 - £32,790 We support flexible working – click here for more information on flexible working options Flexible Working Options Job Share Job Description Summary Full time...

End Date

Wednesday 17 July 2024

Salary Range

£31,151 - £32,790

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Job Share

Job Description Summary

Full time permanent position based in Edinburgh

Job Description

  • JOB TITLE: Modern Workplace CITSD Support Analyst
  • SALARY: £31,151
  • LOCATION: Edinburgh, Sighthill North
  • HOURS: Full-time 
  • WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at the office.
  • Our shift rotations fall between the hours of 07:00 – 19:00 Monday to Friday and include working 1 Saturday in 5. The current shift rotation includes 4 weeks of early shifts (finishing between 14:30-17:30 and 1 week of lates (finishing between 18:00 – 19:00). We provide you with your shifts at least 4 weeks in advance so that you can plan your life.

About this Opportunity

We are looking for colleagues who have a passion for delivering excellent customer service who also have experience and an interest in IT.  You’ll be the first point of contact for all Lloyds Banking Group colleagues and will help and support them with their IT issues being part of our in-house Service Desk.

This is a role which suits people who enjoy helping people, can identify what the problem is and guide our customers through to the resolution. If you enjoy helping colleagues with their IT issues, then there's a role here for you.

This is an excellent opportunity to gain insight into the IT infrastructure utilised within LBG, the support processes in place and continuous service improvements being undertaken within IT as a whole. There are not many teams who have such a broad interaction with so many other teams across the entire LBG estate.

We’ll be looking to you to:

  • Act as a role model and help the management team to coach and support others.
  • Provide outstanding customer service.
  • Take ownership of queries, providing the highest level of customer experience.
  • Treat customers professionally and with empathy - caring about helping them in the best way possible by doing the right thing.
  • And you'll love to fix IT problems and help our colleagues to resolve their IT queries over the phone or online.

What you’ll need

We’ll provide all the training and support needed to be successful in role although previous IT Support experience is essential. Training is initially full time in either Edinburgh or our Leeds Wellington Place office but when you're ready (typically 3-6 months) you'll benefit from a hybrid role split between home (c60%) and the office (c40%) so you'll get a decent work/life balance!

We’re looking for colleagues who have:

  • Knowledge and prior experience of supporting colleagues on the Windows Operating System
  • Knowledge and troubleshooting experience with Microsoft Office 0365/Office 2016 (Outlook, Word, Excel & PowerPoint).
  • Experience in using both MS Azure Active Directory
  • Experience of the Microsoft Manage Device (MMD) environment/platform
  • Experience in supporting colleagues both at home and in the office, including the nuances of home configurations including peripheral connectivity and solving personal Wi-Fi issues
  • Excellent coaching and development skills
  • Good attention to detail
  • A continuous improvement mindset to spot and call out areas to improve our customers' journey and experiences.
  • The ability to build rapport quickly in order to obtain the information required and act with skill and diligence.

 About working for us

Our focus is to ensure we're inclusive every day, building 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 a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So 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, get in touch.

We’d love to hear from you.

To apply for this role, please attach your CV and include a covering letter explaining in no more than 500 words why you want the role and what you can bring to this role.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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