The IT Help Desk Analyst will provide first line technical support to the entire user base of this company. You will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
The working hours will be 8am 4pm / 10am 6pm on a shift rotation.

The IT team is on call 24 hours per day, although calls outside of working hours are occasional. There is an on-call shift rotation for the team.

Principal Accountabilities and General Duties

PRINCIPAL ACCOUNTABILITIES:

• Provide deskside support for the Jersey office
• Ensure the smooth day to day running of the Help Desk
• Provide end user 1st line support
• Maintain a customer service ethos within the Help Desk team
• Communicate issues and changes
• Identify opportunities for improvement

GENERAL DUTIES:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as iPhones, laptops, PCs, desk phones and printers
• Troubleshoot basic network issues such as patching
• Escalate unresolved issues via the escalation process
• Log all calls in the ITSM (IT Service Management) system
• Take ownership of user problems and follow up the status of problems on behalf of the user and provide timely progress updates
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Creating support documentation to assist staff with requests for information and provide staff training if required
• Organise external technical support where problems cannot be resolved in house.

Skills Knowledge and Expertise

We are looking for a candidate with the following skills, knowledge and experience:

• A minimum of two year's work experience in an IT department
• Self-motivated with an aptitude towards problem solving
• Excellent communication skills and telephone manner
• Excellent organisational skills
• Basic User & Security Group Active Directory administration
• Knowledge of Microsoft based operating systems with emphasis on Windows 11 and Microsoft 365 Office Suite
• Experience with using and troubleshooting Outlook (permissions, calendar sharing, delegation)
• A good knowledge of computer hardware components and peripherals
• A good understanding of the principles of the ITIL framework is desirable but not essential
• A recognised professional certification is desirable but not essential.

Experience of working with:

• Citrix
• Active Directory
• Document Management System
• Microsoft Exchange
• Video Conferencing