IT Helpdesk Analyst (German Speaking)

Adecco Portugal; City of Edinburgh, Leeds; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Weekly Pay

Online payslips

Annual leave 31 days per year

Employee Assistance Programme

Work from home 3 days per week

Workplace Pension

Job summary

Lloyds Banking Group is seeking a fluent German and English speaker to join its IT Helpdesk team. The role involves supporting colleagues across multiple locations, including Amsterdam and Luxembourg, handling inbound calls and IT incidents, and providing bilingual customer service.

You will work 35 hours per week on a hybrid basis (2 days in the office, 3 days at home) with a training period in the office for the first 3 months.

Qualifications

• Fluent German and English (spoken and written)
• Previous customer-facing experience (customer service, helpdesk, service desk)
• Strong keyboard and ticket updating skills
• Ability to work in a fast-paced environment handling multiple queries
• Interest in IT and technology
• ITIL or service management knowledge is advantageous

Responsibilities

• Handle inbound IT support calls in German and English.
• Provide first-line IT fault/support desk assistance and log tickets.
• Update and manage tickets through the service management system.
• Coordinate with offshore support teams when needed.
• Communicate clearly in German and English, both verbally and in writing.
• Deliver excellent customer service while troubleshooting IT issues.

Skills

German language

English language

Customer service

Communication skills

Keyboard skills

Fast-paced environment

Interest in IT

Education

ITIL knowledge (training)

Tools

ServiceNow

Remedy

Zendesk

Job description

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.

Working Hours

You'll work 35 hours per week across Monday to Friday, with shift rotations between 7:00am and 7:00pm.

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.

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.

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

• 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 certificates).
• 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

We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more.

If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.