Bilingual IT Service Desk Analyst – German Speaking

Salary: £? - ? per year

Requirements

• Fluent spoken and written German and English; proficiency will be assessed during recruitment.
• Excellent verbal and written communication skills.
• Confidence handling inbound telephone calls.
• Previous experience in customer service, a contact centre, helpdesk, service desk, or another customer-facing environment.
• Strong administration and keyboard skills, with excellent attention to detail.
• Ability to manage multiple queries in a busy environment.
• Genuine interest in IT, technology, and problem-solving.
• Calm and professional approach when dealing with customers or colleagues.
• Previous IT Helpdesk, Service Desk, or Technical Support experience is beneficial but not essential.
• Experience with ticketing systems such as ServiceNow, Remedy, or Zendesk; basic troubleshooting; or supporting users with passwords, software, hardware, or system access is beneficial.
• IT-related qualifications, studies, apprenticeships, or training; knowledge of ITIL or service management principles; and experience in a bilingual environment are beneficial.

Responsibilities

• Take inbound calls from colleagues in German and English.
• Provide first-line support for IT issues and service desk queries.
• Help with password resets, system access, software issues, and basic troubleshooting.
• Log, update, and manage support tickets.
• Keep colleagues informed about the progress of their IT incidents.
• Work with specialist and offshore support teams.
• Escalate more complex technical issues when required.
• Communicate clearly and professionally, verbally and in writing.
• Deliver a consistently high standard of customer service.

Technologies:

• Hardware
• Support
• ITIL
• ServiceNow
• Zendesk

More:

We are recruiting a Bilingual IT Service Desk Analyst to join the IT support team at Lloyds Banking Group, supporting colleagues across the organisation, including teams in Amsterdam and Luxembourg. The role is based in Edinburgh—Sighthill North, pays £18.25 per hour, and starts on 1 December 2026. It is a six-month temporary contract with potential for progression. The service desk operates Monday to Friday between 7:00am and 7:00pm, with shifts provided at least four weeks in advance; the rota currently includes four weeks of earlier shifts and one week of later shifts. The role also includes one Saturday every five weeks, expected to begin around six months into the role. The first three months are fully office-based for training, with Monday-to-Friday office attendance required. After training, the working pattern is two days in the office and three days from home. We offer training and support, weekly pay, online payslips, 31 days of annual leave, an Employee Assistance Programme, Able Futures access, eyecare vouchers, Boost benefits, a Smart Spending App, a workplace pension, and a dedicated After Care Team. Lloyds Banking Group is one of the UKs leading financial services organisations. Pontoon describes itself as an employment consultancy focused on inclusive opportunities and reasonable adjustments; Adecco acts as an employment agency and temporary staffing business and is an equal opportunities employer.

last updated 40 week of 2026