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1st and 2nd Line Technical Specialist

Closing date
14 Jun 2021

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Technology & New Media
Contract Type
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Job Details

Lloyds is transforming and needs curious minds to help define and influence that change. We're looking for people with new perspectives and the confidence to share them, so come and join us.

1st & 2nd Line Technical Specialist


About Us

Lloyds is the worlds leading insurance and reinsurance marketplace. Yet the world is changing, and Lloyds is changing too nimbler, faster, and able to offer customers and employees more products, services and insights supported by technology, innovation and the continuing desire to protect people, businesses and communities. Lloyds is where you can bring your future to life.

Technology will drive business value for Lloyds of London and its customers by delivering effective and efficient IT services that embrace innovation for competitive advantage, whilst leveraging its global scope to standardise and integrate platforms and secure the highest value from strategic partnership through optimal sourcing

The Role

As a member of the Service Management you will be responsible for the provision of 1st & 2nd line incident resolution to desktop and laptop personal systems, their related components or services and facilitate the resolution of all other IT related matters for the Corporation and Lloyds market.


Responding to requests via telephone, email, in person and incident logging tools you will be responsible for providing:

Excellent customer service and timely resolution of customer 1st or 2nd line incidents and requests related to the working desktop and laptop environment

Triage of incidents and allocation to relevant 3rd line support teams

Informed and periodic communication with customers of all levels in regard to their respective request

Availability for on-call service, normally a maximum of 1 week per month

Work within controlled performance targets for telephone, email and face to face resolutions in any UK office.

Use provided Incident and Configuration Management tools with existing processes to assist in the control of Lloyds ITG asset tracking.

Partake in continuous service improvement process and ensure that customer satisfaction is achieved.

Triage and resolution of Incidents and Requests following the Kanban support methodology

Provide support at other Lloyds offices when required.


Windows 7, Windows 8.1 and 10

Dell workstations/Laptops

Remote Desktop/Terminal Services

Office 2010, 2013 and 365BYOD - iOS / Android / ActiveSync / Mobileiron

Remote Working / Citrix / RSA token configuration

Active Directory Administration

PC networking skills

Knowledge of SCSM/SCOM

Hardware Support

Microsoft Exchange Administration

Also, the ability to present and communicate with staff up to Director level.

Must have a good working experience of automated Service Management / Service Desk toolsets.

Strong independent knowledge of SCSM.

Efficient call management skills

Excellent telephone manner and customer service skills


Knowledge and experience in the following areas is desirable

SCCM or other software distribution tool

Windows 8 and Exchange 2010

Mac OS Mavericks and Safari

WSUS or other patch management software

Restore/Snapshot technology

PC Builds


Must have experience within a customer facing IT support environment and will be required to have a sound level of technical skills (MCSA or MCSE qualifications or equivalent) to support Lloyds ITG customers in a fast changing environment..

As the successful candidate, you can expect to be rewarded with a competitive salary, and an enviable range of benefits.

Realise your professional ambitions as part of an organisation that is trusted to solve some of the worlds most complex problems in an environment that puts a focus on investing in human progress.

Please be aware that the recruitment process will comprise of a number of steps, your CV will be reviewed by our Recruitment team and if successful you will be invited to attend a telephone interview, followed by a more in-depth video interview. We want to make sure we do all we can to make this a really positive experience for you.

Please click the following link which will take you through a simple process to identify any adjustments or additional support we can provide beforehand or on the day.

Please note, clicking on this link does not register your application for the vacancy, you will need to click on the apply button on the top of the advert to complete your application form
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