Service Desk Analyst
Job Ref: LF
40516
A fantastic opportunity to join a leading professional services firm as the first point of contact for all internal technology issues. Working within the Service Desk team, the successful candidate will deliver high-quality customer service and technical support, while learning from a team of experienced IT professionals. Full training will be provided, making this a great entry point for someone with a passion for technology and a background in customer service! This is an on-site role based in Guernsey, and remote or hybrid working is not available. The post holder will also be expected to support occasional weekend or out-of-hours work relating to system changes or upgrades; this will be paid at overtime rates.
Location
Duties for this role include, but are not limited to:
- Acting as the first point of contact for all IT-related incidents, queries and service requests.
- Delivering a professional and friendly customer experience, both in person and via phone/email.
- Logging, managing and resolving service tickets in accordance with agreed SLAs.
- Troubleshooting issues across hardware, software, mobile and network systems.
- Escalating more complex issues to Level 2 support with full supporting detail.
- Maintaining accurate documentation and updating asset databases.
- Supporting rollouts of new software and hardware across the business.
- Promoting best practice in cyber security and flagging any concerns.
- Creating user guides and knowledge base articles to support self-service.
- Working collaboratively with internal teams and external vendors.
Skills / Qualifications
The ideal candidate will have a genuine interest in technology and experience in a customer service environment. Strong communication skills, a helpful attitude and the ability to work well under pressure are essential. Familiarity with Microsoft Windows, Office products, and general IT troubleshooting would be beneficial, though full training will be provided. A passion for learning, problem-solving and working as part of a team will be key to success in this role.
How To Apply
For a full job description or further information on this role please call 711188, or email [email protected].If you wish to apply for this role, please submit your CV via the Apply Now button below.