IT Service Desk Analyst

Department: IT

Employment Type: Permanent

Location: Guernsey

Description

Key Responsibilities

• Operate as a point of contact for all support or service calls on a daily or weekly basis
• Providing great customer service, willing to assist with any IT related issues at a jurisdictional leveL
• Initial escalation path for any jurisdictional IT tickets, supporting the team with technical knowledge and experience 
• Take ownership of logged Incidents and Service requests, tracking the progress and follow-up with the user to ensure they are satisfied with the resolution;
• Providing hands-on technical support on behalf of the IT Group Infrastructure and Business Systems teams
• Ensure that the IT Service Desk Managers are notified of any on-going faults and training related support calls across all jurisdictions
• Complete daily operations tasks and manage all calls in accordance with the Service Desk processes and procedures
• Provide support and set up for presentations, video conferencing and telephone conferencing both on and off site
• Record IT Asset usage, ensuring all weekly Stock Take reports are updated and any items to order are flagged to Service Desk Manager
• Confidently raise and peer review Changes, as per the Change Enablement Policy 
• Management of local service providers including but not limited to; Telecoms and hardware disposal
• Support the training and on boarding of new team members to IT Service Desk, where required
• Manage and understand key stakeholder relationships within IT & Change, as well as the wider business 
• Prepare guides, document processes and FAQ materials for easy-access end-user guidance
• Observe and suggest recommendations to optimise IT performance and to prevent future problems
• Ability to support and lead large and complex projects / initiatives with the PM/IT Admin Team

Skills, Knowledge and Expertise

• A minimum of 2 years' experience in a similar role 
• Experience and understanding of Microsoft Office 365, Windows 11 and iOS Operating Systems
• Proficient with or able to quickly learn to use a broad array of networking systems hardware/software
• Self-motivated and able to work in a fast-paced environment with the ability to think and act independently
• Ability to maintain a high standard of customer service within a busy Service Desk environment
• Detailed analytical and problem-solving skills, with an interest in technology 
• Confident collaboration, communication, and interpersonal skills - the role involves engaging with our Ogier business users across all Jurisdictions and in a range of roles within the organisation, including IT SME's 
• Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines with priorities
• Commitment to on-going professional study and examinations is essential to succeed in this role
• Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application