Service Desk Analyst

Isle of Man Government; Douglas; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary growth

Hybrid working

Pension schemes

Learning and development

Gym & pools access

Counselling services

Cycle to work

Staff canteen

Job summary

The Isle of Man Public Service is seeking a Service Desk Analyst to provide first-line IT support to island-wide users. You’ll respond to a varied range of enquiries, troubleshoot issues, assist with basic network and account support, and triage incidents to the right teams to keep services running smoothly.

You’ll work in a flexible hybrid setting with opportunities for development, a competitive salary that increases annually, generous leave, and access to Pension arrangements and employee

Qualifications

• Experience in IT support/helpdesk
• Good communication and customer service skills
• Ability to triage and prioritise incidents

Responsibilities

• Provide first-line IT support to users across Isle of Man Government
• Troubleshoot IT issues and assist with basic network and account support
• Manage and triage incident tickets to appropriate teams
• Communicate effectively with colleagues and external suppliers to resolve issues

Job description

About the role

Do you enjoy solving IT problems, helping others and finding the right solution when something goes wrong?

Government Transformation Services (GTS) has two exciting opportunities to join their Customer Experience Team as a Service Desk Analyst, with one permanent position and one limited-term appointment available. In this role, you’ll be at the forefront of providing first-line IT support to customers across the Isle of Man Government. You’ll respond to a varied range of enquiries, troubleshoot IT issues, provide basic network and account support, and manage and triage incident tickets to the appropriate teams. From resolving straightforward queries to investigating more complex problems, you’ll use your technical knowledge and problem-solving skills to keep customers connected and services running smoothly.

Customer service is at the heart of the role. You’ll communicate with colleagues across different government departments and work alongside technical teams and third-party suppliers to make sure issues are handled effectively. You’ll need to be organised, approachable and confident when communicating with customers, while managing competing priorities and taking ownership of queries through to resolution. It’s a great opportunity to build your IT knowledge and experience while playing an important part in supporting the Public Service to deliver value to the Isle of Man.

A workplace that invests in you

• A competitive salary that increases each 12 months until you reach the salary maximum.
• A generous annual leave entitlement, a Privilege Day and 10 Bank Holidays; your annual leave will increase after your first year and again after your third year.
• A flexi-time scheme where you can accrue additional time worked to take time off in line with the relevant flexi-time scheme.
• Enjoy a flexible hybrid schedule with a blend of remote work and in-office collaboration throughout the week.
• Subject to meeting eligibility criteria, the IOM Public Service offers two pension arrangements: the Isle of Man Government Unified Scheme 2011 or the Isle of Man Government Defined Contribution (DC) Arrangement.
• Access to the Learning, Education and Development training facility, which is exclusively for Public Service employees, to keep on top of your continuous professional development.
• Discounted access to the NSC gym and island swimming pools as well as 1-to-1 support programmes and exercise classes with qualified instructors.
• Free access to the Isle of Man Government Staff Welfare Service which offers professional counselling, emotional support and signposting on a wide range of issues.
• Ability to apply for an unpaid career break after 3 years’ service.
• Access to the Isle of Man Public Service Cycle to Work scheme after your first year of employment.
• Access to the Government staff canteen where you can purchase affordable meals, drinks and snacks.

Working for the Isle of Man Public Service

We are the largest employer on the island delivering a diverse range of services to the people of the Isle of Man.

We support and promote flexible working, recognising the importance of working flexibly around your life and commitments and the benefits in improving work-life balance. We are happy to discuss flexible working arrangements where possible and if interested you should discuss this with the Recruiting Manager.

The Isle of Man Public Service is committed to creating an inclusive culture that celebrates equality, diversity and inclusion. We understand how a wide range of views and experiences can benefit us as we work together for the Isle of Man.

Your candidate experience is important to us. As a proud member of The Circle Back Initiative, we commit to respond to every applicant that applies for an Isle of Man Public Service role.

We are committed net zero by 2050 and as an entire nation UNESCO Biosphere Reserve, we are transforming public services for a sustainable future and your contributions will directly benefit our community, economy, and environment.

Things to note

A Security Clearance Check is required for this post, the cost of which will be covered by the Isle of Man Government.

Please note a relocation package is not available for this role.