Service Desk Analyst

Mourant; Saint Helier; On-site; GBP 26,000 - 38,000; Full time

Job summary

Mourant in Jersey is seeking a highly motivated IT Services professional to deliver first-line support to our global staff across IT systems and security.

You will own tickets, work with teams worldwide, maintain hardware and deploy software, and support mobility tech for remote employees with occasional travel to other offices. Shift is 8am–6pm on a weekly rotation.

Qualifications

• Entitled to work in Jersey, Channel Islands, UK.
• At least 1 year of experience in a similar IT role.
• Experience with Windows 11, Office 365, Azure Administration, Webex Calling, InTune, Citrix and iManage Cloud.
• Commitment to ongoing professional studies (Technical/Competency).
• High level of attention to detail and accuracy.
• Clear, professional communication both verbally and in writing.
• Strong organizational and planning skills.
• Discretion and good judgement.
• Ability to work independently in a fast paced environment.

Responsibilities

• Provide first point of contact technical support for IT requests via phone, email or in person.
• Collaborate with global team to resolve issues and grow knowledge.
• Own tickets, track progress and communicate status to users.
• Maintain user hardware, including software updates, deployment and security.
• Support mobility technologies for employees in remote locations.
• Manage user accounts across IT systems and applications.
• Create and maintain procedural documentation for supported technologies.
• Use ticket system for reporting and trend analysis with seniors.
• Occasional travel to other offices for on-site support.
• Operate on a weekly shift rotation from 8am–6pm.

Tools

Windows 11

Office 365

Azure Administration

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.

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.

We are committed to providing an inclusive and barrier-free recruitment process.