Job Title: IT Helpdesk Analyst (German Speaking)

Location: Edinburgh Sighthill North OR Leeds Wellington Place

Hourly Pay Rate: £18.25

Start Date: December 1st, 2026

Contract: Temporary position, 6 months with potential for progression.

Hybrid Working: 2 days per week working from the office, 3 days working from home.

Training Period: During the first 3 months, all training will be delivered from the office. Candidates must be able to attend the office full-time throughout this period before moving to the hybrid working pattern.

Shift Pattern: Our shifts operate between 7:00am and 7:00pm, Monday to Friday. The current rota consists of 4 weeks of early shifts (finishing between 2:30pm and 5:30pm) followed by 1 week of later shifts (finishing between 6:00pm and 7:00pm).

You will receive your shift schedule at least 4 weeks in advance, giving you plenty of time to plan ahead.

Please note: The role also includes working 1 Saturday in every 5, however Saturday shifts are not expected to begin until approximately 6 months into the role.

Join Lloyds Banking Group!

Lloyds Banking Group is looking for a fluent German and English speaker to join their IT Helpdesk team, supporting colleagues across multiple locations, including Amsterdam and Luxembourg. This is an excellent opportunity for someone with strong customer service skills, an interest in IT, and the ability to communicate confidently in both German and English.

In this role, you will be the first point of contact for colleagues experiencing IT issues. Using an IVR system, you will receive inbound calls in either German or English and assist colleagues with a variety of IT-related queries and technical issues. You will also manage and update support tickets, ensuring issues are accurately logged and resolved in a timely manner.

Please note: You will be assessed on your German language proficiency during the recruitment process, as the role involves supporting German-speaking colleagues via telephone and written communication.

Day-to-Day Activities:

Taking inbound calls from colleagues across Lloyds Banking Group.

Logging, updating, and managing IT support tickets.

Supporting users with password resets, system access queries, software issues, and basic troubleshooting.

Providing regular updates to colleagues on the progress of their IT incidents.

Escalating more complex technical issues to specialist support teams.

Delivering a high standard of customer service in both German and English.

Key Responsibilities:

Handle inbound IT support calls in German and English.

Provide first-line support for IT faults and service desk queries.

Manage and update tickets through the service management system.

Work closely with offshore support teams who may log tickets on behalf of colleagues.

Communicate clearly both verbally and in writing in German and English.

Deliver excellent customer service while troubleshooting technical issues.

Must-Have Experience:

Fluent spoken and written German and English.

Excellent communication skills with confidence handling inbound telephone calls.

Previous experience in a customer-facing role, such as customer service, contact centre, helpdesk, or service desk environments.

Strong keyboard and administration skills with the ability to accurately update systems and tickets.

Ability to work in a fast-paced environment whilst managing multiple queries.

A genuine interest in IT and technology.

Ideal Experience/not essential:

Previous IT Helpdesk, IT Service Desk, or Technical Support experience.

Experience using ticketing systems such as ServiceNow, Remedy, Zendesk, or similar.

IT-related qualifications, studies, or training (college, university, apprenticeship, or certifications).

Experience troubleshooting basic IT issues, including passwords, software, hardware, and system access queries.

Experience supporting colleagues or customers in a bilingual environment.

Understanding of ITIL or service management principles would be advantageous.

What Makes Someone a Strong Fit?

Enjoys helping people and solving problems.

Has a passion for technology and developing IT knowledge.

Builds rapport easily over the telephone.

Remains calm and professional when dealing with technical issues.

Has strong attention to detail and can confidently communicate in both German and English, verbally and in writing.

Why Join Lloyds Banking Group?

At Lloyds Banking Group, we're committed to helping Britain prosper. You'll join a supportive and inclusive environment where you'll have opportunities to develop your career, build new skills, and make a real difference to our customers every day.

Benefits:

Work from home 3 days per week

Close to public transport links

First class support and training for all colleagues

Weekly Pay

Online payslips

Dedicated After Care Team

Annual leave allowance of 31 days per year

Employee Assistance Programme

Access to Able Futures

Eyecare vouchers

Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more

Smart Spending App

Workplace Pension scheme

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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