Iain Scarth


IT Service Management


People Management


Colleague IT Service Desk - Service Lead

Lloyds Banking Group

May 2010 - March 2012

Leading a team of analysts providing second line support for a wide variety of colleagues, hardware and applications from across the group.

Management of 3 Workload Queues
Service Improvement\Call Reduction
Stakeholder Management
Technical Specialist (Intergration Secondment)

Lloyds Banking Group

October 2009 - May 2010

Working as part of the project team tasked with creating one of the largest insourced IT Service Desks in Europe, by merging the the heritage LTSB desk with the HBOS desk Responsibilities Included: - Discovery and Design for the integration plan - Input into Transfer and Transformation plans - Technical support for the implementation of new services supporting over 100,000 colleagues - Knowledge Transfer of 15,000 knowledge articles - Supervision of a team of discovery analysts while on site at the heritage LTSB desk - Stakeholder Management with new and old business colleagues and 3rd Parties - Process Design for a number of functions (Including Incident and call managment) - Technical input into IT requirements plan for new service desk - FTE reduction prior to integration by call reduction activities - Package and transfer of a 2nd line support team - FTE Reduction as part of transfer

Knowledge Transfer
Process Design
Technical Input
Colleague IT Service Desk - Technical Specialist

Lloyds Banking Group

July 2003 - October 2009

Senior Colleague on a team of eight Technical Specialist supporting 250 analysts across the HBOS IT Service Desk Responsibilities Included:

Technical Coaching
ex: Gardening
ex: PHP
Colleague IT Service Desk - Support Analyst


November 2000 - June 2003

Telephony based support analyst, providing IT support to the HBOS branch network Responsibilities Included: - Analysis of both hardware and software issues using questioning skills and toolsets such as Active Directory to effectively troubleshoot and resolve ongoing problems - Training and Support of new team members - SME for a number of applications attending review meetings and providing additional support to the analyst community

ex: Management
ex: Gardening
ex: PHP
Customer Liasion Officer


September 1999 - November 2000

ex: Management
ex: Gardening
ex: PHP

Workplace personality


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