📍 Location: Edinburgh - Sighthill North, Lloyds Banking Group
💷 Pay: £18.25 per hour
📅 Start Date: 1st December 2026
📄 Contract: 6-month temporary contract, with potential for progression
🏠 Working Pattern: Hybrid - 2 days office / 3 days home-based
🕒 Hours: Monday-Friday, shifts between 7:00am and 7:00pm
Looking for a new opportunity?
Are you fluent in German and English and enjoy helping people solve problems?
We're looking for a confident and customer-focused Bilingual IT Service Desk Analyst to join the IT support team at Lloyds Banking Group.
You don't need years of IT experience to be successful for this role. If you have strong customer service or contact centre experience, are comfortable speaking to people over the phone, and have a genuine interest in technology, this could be a great opportunity to develop your IT career.
You'll be supporting colleagues across Lloyds Banking Group, including teams based in Amsterdam and Luxembourg, providing first-line IT support in both German and English.
What will you be doing?
You'll be the first point of contact for colleagues experiencing IT issues, helping them resolve problems quickly and providing a great customer experience along the way.
Your day-to-day responsibilities will include:
Taking inbound calls from colleagues in German and English
Providing first-line support for IT issues and service desk queries
Helping with password resets, system access, software issues and basic troubleshooting
Logging, updating and managing support tickers
Keeping colleagues updated on the progress of their IT incidents
Working closely with specialist and offshore support teams
Escalating more complex technical issues when required
Providing clear and professional communication, both verbally and in writing
Delivering a consistently high standard of customer service
What are we looking for?
We're particularly interested in people who have:
Fluent spoken and written German and English
Excellent verbal and written communication skills
Confidence handling inbound telephone calls
Previous experience in customer service, contact centre, helpdesk, service desk or another customer-facing environment
Strong administration and keyboard skills
Excellent attention to detail
The ability to manage multiple queries in a busy environment
A genuine interest in IT, technology and problem-solving
A calm and professional approach when dealing with customers or colleagues
IT experience is advantageous - but not essential!
You don't necessarily need previous IT Service Desk experience.
The following would be beneficial:
Previous IT Helpdesk, Service Desk or Technical Support experience
Experience using ticketing systems such as ServiceNow, Remedy, Zendesk or similar
Basic troubleshooting experience
Experience supporting users with passwords, software, hardware or system access
IT-related qualifications, studies, apprenticeships or training
Knowledge of ITIL or service management principles
Previous experience working in a bilingual environment
Why this could be a great opportunity:
This isn't just another temporary customer service role.
You'll have the opportunity to:
💻 Build your IT experience:
Develop practical experience within an established IT Service Desk environment.
🌍 Use your language skills every day:
Support colleagues across different locations, using your German and English communication skills.
📈 Develop your career:
The initial contract is for 6 months, with potential opportunities for progression.
🏠 Enjoy hybrid working:
Once fully trained, you'll work 2 days from the office and 3 days from home.
📅 Know your shifts in advance:
Your rota will be provided at least 4 weeks in advance, giving you plenty of time to plan.
Your working pattern:
The service desk operates between 7:00am and 7:00pm, Monday to Friday.
The current rota consists of:
4 weeks of earlier shifts, finishing between approximately 2:30pm and 5:30pm
1 week of later shifts, finishing between approximately 6:00pm and 7:00pmYou will receive your shift schedule at least 4 weeks in advance.
The role will also include 1 Saturday every 5 weeks, although Saturday working is not expected to begin until approximately 6 months into the role.
Training & hybrid working:
The first 3 months will be fully-office based to allow you to complete your training and become confident in the role.
You must therefore be able to attend your chosen office Monday-Friday during the initial training period.
Once training has been successfully completed, you'll move the hybrid working pattern of:
2 days in the office + 3 days working from home.
Language assessment:
As you'll be supporting German-speaking colleagues by telephone and through written communication, your German language proficiency will be assessed as part of the recruitment process.
We're looking for candidates who can communicate confidently and professionally in both German and English.
About Lloyds Banking Group:
You'll be joining Lloyds Banking Group, one of the UK's leading financial services organisations.
You'll become part of a supportive environment where you can develop new skills, gain valuable IT experience and build your career while making a difference to colleagues across the organisation.
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
Interested?
If you're fluent in German and English, enjoy helping people and want the opportunity to develop your IT career, we'd love to hear from you.
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.
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.
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Salary description
£18.25 - £18.25 per hour