FTC IT Help Desk Analyst

Duties for this role include, but are not limited to:

• Acting as the first point of contact for IT queries via phone and email.
• Providing first-line support for hardware and software issues, including laptops, iPhones, printers, and in-house systems.
• Logging and managing all service desk calls, escalating issues where required.
• Troubleshooting basic network and configuration issues.
• Creating and maintaining user accounts and groups in Active Directory.
• Maintaining high standards of customer service and clear communication.
• Publishing user support documentation and providing ad hoc training where necessary.
• Coordinating with external technical support providers as required.
• Supporting the Guernsey office with on-site technical tasks.
• Participating in the on-call support rota (occasional out-of-hours coverage required).

The ideal candidate will have at least two years' experience in an IT support or help desk environment, with strong communication and organisational skills. A good understanding of Microsoft Windows (7/10), Office Suite, and Active Directory is essential. Experience with Citrix, Microsoft Exchange, document management systems, and video conferencing tools would be advantageous. An IT certification and familiarity with ITIL principles or relevant legislation is desirable but not essential.