IT Service Desk Analyst




Department: IT




Employment Type: Permanent




Location: Jersey




Description



Reporting to the European IT Service Desk Manager, this position will contribute to the smooth running of the IT Service Desk Support Team by providing IT service support across all jurisdictions, adhering to IT procedures and standards.




Key Responsibilities

• First point of contact for support from Global users via various channels (email, call or ticket)


• Provide excellent customer service, with every interaction, striving to exceed client and business expectations


• Take ownership of recorded Incidents and Service requests; tracking the progress and follow-up with the user to ensure they are satisfied with the resolution


• Manage all support in accordance with the Service Desk processes and procedures as well as ensuring all service led measurements are met


• Complete daily operational tasks as well as any ad-hoc support to setting up meeting rooms, both on and off site, for telephone/video conferencing


• Provide Hardware and Software support, both locally and remotely for all Ogier Jurisdictions and escalate appropriately


• Ensure that the IT Service Desk Manager is notified of any on-going faults and training related support calls across all jurisdictions


• Liaise with the wider IT & Change Support Team regarding outstanding calls and managing customer expectations

• 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 organizational 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