Assistant Technical Support Manager - CITSD Grade D

End date

Friday 10 May 2024

Salary range

£42,120 - £46,800

We support agile working

Click here for more information on agile working options.

Agile Working Options

Job Share; Hybrid Working

Job description

About Colleague IT Services

At Lloyds Banking Group we're driven by a clear purpose to Help Britain Recover, then Prosper. Across the Group, our colleagues are passionate about making a difference to customers, businesses and communities. And as the UK's largest retail and commercial bank, we have a footprint that touches nearly every community and household across the UK.

Helping our colleagues support our customers with their day-to-day needs has never been more important.

Key Responsibilities:

Act as a point of technical expertise within Colleague IT Services. Identify possible service improvements, collaborating and influencing both business and IT teams across all divisions to deliver service and/or provide support services. Identify shortcomings in existing processes, systems and procedures, collaborating and influencing both business and IT teams across all divisions to deliver service improvements and/or prove support services. Utilise ServiceNow to analyse impact of new and existing programmes, processes and procedures, taking ownership of any critical issues / complaints and provide operational support to the Service Desk analysts. Support the day-to-day management of the wider service desk whilst supporting management in delivering the overall service, ensuring departmental SLAs and important metrics are attained.

Essential Technical capabilities

• In-depth knowledge of Windows Operating System and prior experience of supporting colleagues on this OS
• Excellent knowledge and troubleshooting experience with Microsoft Office 0365/Office 2016 (Outlook, Word, Excel & PowerPoint).
• Experience in using both MS Azure Active Directory and MS Endpoint Manager (MEM) admin centre
• Experience of the Microsoft Manage Device (MMD) environment/platform
• Experience in supporting colleagues both at home and in the office, including the nuances of home configurations including peripheral connectivity and solving personal Wi-Fi issues

Desired Skills

• Basic knowledge of Active Directory would be a useful but not essential
• Previous use of ServiceNow for incident management useful but training will be provided
• Knowledge of Smart Phone technology (Samsung/iPhone), especially with regards to Mobile Application Manager and Microsoft Authenticator
• Any scripting experience with PowerShell would be useful
• Working knowledge of Power BI reporting (both desktop and web versions)

What's in it for you?

It's a technical role for people who enjoy helping others, collaborating closely with colleagues and contributing to a caring environment where all colleagues feel supported, encouraged and valued.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the colleagues we support.

The scale and reach of our team means you'll have many opportunities to learn, grow and develop. Together we're building a truly inclusive work environment where all of our colleagues have the opportunity to make a real difference.