Bilingual IT Service Desk Analyst - German Speaking

Job description

Bilingual IT Service Desk Analyst - German Speaking

📍 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 7:00pm

You 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.

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)

Reference 225692826