Service Desk Analyst - First-Line IT Support & SLA Focus

C5 Alliance Group; Saint Helier; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Private health insurance

Agile working

Proactive learning environment

Company-wide socials and team events

Access to the latest technologies

Access to technology leaders/technical

An environment to be yourself

Job summary

C5 Alliance Group in Jersey is seeking a Service Desk Analyst to join our IT Services team. The role provides first-line support for our clients, logs and tracks incidents, and ensures SLAs are met while coordinating with internal teams and third‑party suppliers.

You will work with Microsoft 365, MS Office, Visio and related tools, document actions for audit trails, and help identify trends for root cause resolution, contributing to continuous service improvement.

Qualifications

• Experience in a similar technical role.
• Experience using a Service Management system or a similar computer application in a service environment.
• A sound understanding of IT networking technology, systems management, fault monitoring, alerting, incident escalation, problem management and applications including MS Office, Visio and MS Project.
• Experience of service level agreements and conformance management.
• Experience of reporting preferred, specifically relating to performance against contractual SLA and invoicing to clients.
• Have a basic understanding of help and service desk operations within a customer services environment.

Responsibilities

• Perform daily administrative tasks for the Service Desk to support service delivery operations, ensuring all functions are carried out efficiently and effectively.
• Receive queries and incident details, monitor performance against client SLAs, and ensure timely response and resolution of issues.
• Use basic diagnostic skills to address incidents where possible, following existing processes and procedures to troubleshoot and resolve common issues.
• Identify when issues need to be escalated and route them to the appropriate Service Desk queue, whether it be 2nd or 3rd Line Support or third‑party organisations.
• Record all details of incidents, queries, and the actions taken in the C5 ticketing system, ensuring comprehensive documentation for audit and tracking purposes.
• Track the actions taken on incidents, follow up on their status and progress as needed, and ensure that all incidents are resolved in a timely manner.
• Collaborate with clients, internal teams, and third‑party suppliers to resolve incidents and queries, ensuring effective communication and coordination.
• Assist in the development and management of Service Desk processes and procedures, ensuring they are documented, followed, and improved over time.
• Monitor the status of incidents to prevent SLA breaches, identify performance issues, elevate incidents as necessary, and administer recovery procedures in case of failures, informing relevant personnel and clients as needed.

Skills

Strong interpersonal skills

Customer-facing skills

Self-motivated

Team player

Organised

Detail oriented

Problem solver

Able to work under pressure

Education

GCSE / BTEC / A-Level level education or equivalent

Tools

Microsoft 365 Admin Center

Azure Active Directory

MS Office

Visio

MS Project

Job description

C5 Alliance Group in Jersey is seeking a Service Desk Analyst to join our IT Services team. The role provides first-line support for our clients, logs and tracks incidents, and ensures SLAs are met while coordinating with internal teams and third‑party suppliers.

You will work with Microsoft 365, MS Office, Visio and related tools, document actions for audit trails, and help identify trends for root cause resolution, contributing to continuous service improvement.