Service Desk Analyst

Mourant; Saint Helier; On-site; GBP 28,000 - 36,000; Full time

Job summary

Mourant is seeking a motivated IT Support professional to join its Information Services team in Jersey. You will provide frontline technical help for all IT systems and infrastructure, working with global colleagues to resolve issues and grow your technical skills.

Responsibilities include incident handling, account management, mobility support, documentation, and occasional travel to other offices. A proactive, detail-oriented communicator is essential for success in this role.

Qualifications

• Must have Entitled to Work status in Jersey, Channel Islands or UK.
• Minimum 1 year of experience in a similar IT support role.
• Experience with Windows 11, Office 365, Azure, Webex Calling, Intune, Citrix and iManage Cloud.
• Commitment to ongoing technical/competency studies.
• Strong attention to detail and professional communication.

Responsibilities

• Provide first point of contact technical support via phone, email and in person.
• Collaborate with global team members to resolve issues and share knowledge.
• Own tickets from logging to resolution and communicate progress to users.
• Maintain user hardware, software updates, deployment and security.
• Deliver and support mobility tech for employees in remote locations.
• Create, modify and delete user accounts across IT systems.
• Create and maintain procedural documentation for supported tech.
• Use ticket system to report trends and keep ongoing issues under review.
• Occasionally travel to other offices to deliver support.
• Work a weekly shift rotation 8am–6pm core hours.

Skills

Interpersonal skills

Communication

Attention to detail

Organizational skills

Independent worker

Tools

Windows 11

Office 365

Azure Administration

Cisco Webex Calling

Intune

Citrix

iManage Cloud

Job description

We're looking for a highly motivated individual with fantastic interpersonal skills, to join our professional and collaborative Information Services team.

In this role, you'll deliver exceptional technical support to our people globally, for all IT systems and associated infrastructure and security. Depending on your level of experience, this role will also include the opportunity to work closely with IT Service Delivery Management to support with the coordination of local projects and initiatives.

In return, we can offer you a forward thinking and exciting place to work in a supportive environment, where you'll be given the opportunity to grow professionally. If you'd like to be part of our friendly and expanding team, we'd really like to hear from you.

About the role

• Provide first point of contact technical support for all IT related service requests and incidents via telephone, email and in person.
• Work collectively with members of the team globally and other service areas to resolve issues, whilst developing personal knowledge and skills.
• Taking ownership of tickets logged, tracking progress and ensuring that the appropriate communication needs are met for the user.
• Maintain user hardware, inclusive of software updates, deployment and security.
• Deliver, administer and support mobility technologies to employees in remote locations.
• Administer user account creation, amendments and deletion in a wide range of IT systems and applications.
• Create and maintain appropriate procedural documentation for all supported technologies.
• Utilise the ticket logging system to provide up-to-date and detailed information to allow for regular reporting and trend analysis, making sure that on-going issues are reported and investigated further, with support from Senior colleagues.
• Occasionally travel to other offices to deliver support.
• Operate on a weekly shift rotation basis, covering core hours of 8am - 6pm

About you

• Must hold "Entitled" or "Entitled to Work" status in Jersey, Channel Islands, UK.
• At least 1 years' experience in a similar role.
• Experience in the use of Windows 11, Microsoft Office 365, Microsoft Azure Administration, Cisco Webex Calling, Microsoft InTune, Citrix and iManage Cloud.
• Commitment to on-going professional studies (Technical/Competency)
• High level of attention to detail and accuracy
• Proven ability to communicate clearly and professionally, both verbally and in writing
• Excellent organisational and planning skills
• Demonstrable discretion and good judgement
• Ability to work independently in a continuously evolving and fast paced environment

We believe in inclusive workplaces where everyone feels seen, heard, valued and respected. We pride ourselves in providing accessible development opportunities to all our people, where everyone feels like they belong and can thrive. If you would like to join an award winning and forward thinking firm whose inclusive culture and values recognise that its people are fundamental to its success, we would love to hear from you.