Hybrid Technical Support Analyst: Elevate IT & Service

Itchy Feet; Saint Helier; Hybrid; GBP 28,000 - 45,000; Full time

Job summary

Itchy Feet seeks a hybrid Technical Support Analyst in St Helier, Jersey, to join a regulated financial services team. You will provide frontline and developing second-line support across desktop services, Microsoft 365, and network access, handling incidents and service requests through established processes to ensure timely resolution.

You will contribute to knowledge articles, support documentation, and escalation procedures while collaborating with colleagues and MSPs for reliable service

Qualifications

• Experience in service desk or first/second-line support in a professional technology environment.
• Strong knowledge of Windows, Microsoft 365, endpoint support and basic networking.
• Experience handling incidents and service requests using structured service management practices.
• Excellent communication and collaboration with technical teams and managed service providers.

Responsibilities

• Provide first-line and developing second-line support across desktop services and business applications.
• Diagnose, document, and escalate incidents and requests using agreed procedures.
• Record accurate information and maintain ticket quality; keep users informed of progress.
• Contribute to knowledge articles and user guidance to improve consistency.
• Collaborate with colleagues, technical teams, and MSPs to sustain reliable service delivery.
• Resolve routine and moderately complex incidents and requests within established processes.
• Improve ticket quality, user communication, and knowledge capture for faster resolution.
• Support disciplined incident handling, documentation, escalation, and handover to maintain control.
• Foster a proactive, user-focused culture within the service desk.

Skills

Windows OS

Microsoft 365

Endpoint support

Networking fundamentals

Incident management

Communication

Service desk

Knowledge sharing

Job description

Itchy Feet seeks a hybrid Technical Support Analyst in St Helier, Jersey, to join a regulated financial services team. You will provide frontline and developing second-line support across desktop services, Microsoft 365, and network access, handling incidents and service requests through established processes to ensure timely resolution.

You will contribute to knowledge articles, support documentation, and escalation procedures while collaborating with colleagues and MSPs for reliable service