IT Service Desk Analyst

Ogier Legal Limited; St Peter Port; On-site; GBP 32,000 - 42,000; Full time

Job summary

Ogier Legal Limited IT service desk analyst position in Guernsey is responsible for providing IT support across jurisdictions while following IT procedures and standards.

You will handle incidents, service requests, and user communications, with hands-on support and strong focus on service quality. The role reports to the European IT Service Desk Manager and requires minimum 2 years in a similar role.

Qualifications

• Minimum 2 years' experience in a similar IT service desk role.
• Experience with Microsoft 365, Windows 11 and iOS.
• Strong customer service and communication skills.
• Ability to learn quickly in a fast-paced environment.

Responsibilities

• Act as primary contact for IT service desk calls daily.
• Deliver excellent customer service across jurisdictions.
• Escalate tickets and provide technical knowledge to team.
• Own incidents and service requests, tracking progress.
• Provide hands-on IT support for Group Infrastructure and Business Systems.

Skills

Customer service

Incident management

Troubleshooting

Communication

Fast-paced environment

Self-motivation

Team collaboration

Education

Nil

Tools

Microsoft Office 365

Windows 11

iOS Operating Systems

Networking hardware/software

Job description

IT Service Desk Analyst

Department: IT

Employment Type: Permanent

Location: Guernsey

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. The IT Analyst will also provide high-level technical support and systems analysis to identify, prevent, and resolve service interruptions in the organisations networks and systems.

Key Responsibilities

• Operate as a point of contact for all support or service calls on a daily or weekly basis
• Providing great customer service, willing to assist with any IT related issues at a jurisdictional leveL
• Initial escalation path for any jurisdictional IT tickets, supporting the team with technical knowledge and experience
• Take ownership of logged Incidents and Service requests, tracking the progress and follow-up with the user to ensure they are satisfied with the resolution;
• Providing hands-on technical support on behalf of the IT Group Infrastructure and Business Systems teams
• Ensure that the IT Service Desk Managers are notified of any on-going faults and training related support calls across all jurisdictions
• Complete daily operations tasks and manage all calls in accordance with the Service Desk processes and procedures
• Provide support and set up for presentations, video conferencing and telephone conferencing both on and off site
• Record IT Asset usage, ensuring all weekly Stock Take reports are updated and any items to order are flagged to Service Desk Manager
• Confidently raise and peer review Changes, as per the Change Enablement Policy
• Management of local service providers including but not limited to; Telecoms and hardware disposal
• Support the training and on boarding of new team members to IT Service Desk, where required
• Manage and understand key stakeholder relationships within IT & Change, as well as the wider business
• Prepare guides, document processes and FAQ materials for easy-access end-user guidance
• Observe and suggest recommendations to optimise IT performance and to prevent future problems
• Ability to support and lead large and complex projects / initiatives with the PM/IT Admin Team

Skills, Knowledge and Expertise

• 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 organisational 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