Technical Support Analyst

Itchy Feet; Saint Helier; Hybrid; GBP 28,000 - 45,000; Full time

Job summary

Itchy Feet seeks a hybrid Technical Support Analyst in St Helier, Jersey, to join a regulated financial services team. You will provide frontline and developing second-line support across desktop services, Microsoft 365, and network access, handling incidents and service requests through established processes to ensure timely resolution.

You will contribute to knowledge articles, support documentation, and escalation procedures while collaborating with colleagues and MSPs for reliable service

Qualifications

• Experience in service desk or first/second-line support in a professional technology environment.
• Strong knowledge of Windows, Microsoft 365, endpoint support and basic networking.
• Experience handling incidents and service requests using structured service management practices.
• Excellent communication and collaboration with technical teams and managed service providers.

Responsibilities

• Provide first-line and developing second-line support across desktop services and business applications.
• Diagnose, document, and escalate incidents and requests using agreed procedures.
• Record accurate information and maintain ticket quality; keep users informed of progress.
• Contribute to knowledge articles and user guidance to improve consistency.
• Collaborate with colleagues, technical teams, and MSPs to sustain reliable service delivery.
• Resolve routine and moderately complex incidents and requests within established processes.
• Improve ticket quality, user communication, and knowledge capture for faster resolution.
• Support disciplined incident handling, documentation, escalation, and handover to maintain control.
• Foster a proactive, user-focused culture within the service desk.

Skills

Windows OS

Microsoft 365

Endpoint support

Networking fundamentals

Incident management

Communication

Service desk

Knowledge sharing

Job description

Our client is seeking a hybrid Technical Support Analyst to join their team in St Helier, Jersey. In this pivotal role, you will provide first-line and developing second-line technology support across various environments, including desktop services, Microsoft 365, and network access. You will handle incidents, service requests, and user queries through established processes, ensuring timely resolution or escalation. The Technical Support Analyst is instrumental in delivering consistent and reliable technology support, enhancing internal capabilities, and improving knowledge management. This opportunity offers a chance to work in a dynamic environment focused on regulatory compliance within the financial services industry.

JOB DUTIES:

• Provide first-line and developing second-line support for incidents, service requests, and user issues across desktop services and business applications.
• Apply agreed procedures to diagnose, resolve, document, or escalate, using discretion for moderately complex or non-routine matters.
• Support incident and request management by recording accurate information and maintaining ticket quality while keeping users informed of progress.
• Contribute to knowledge articles, user guidance, and support documentation to enhance consistency and reduce repeat contacts.
• Work collaboratively with colleagues, technical teams, and managed service providers to progress issues and sustain reliable service delivery.
• Resolve routine and moderately complex incidents and requests within established processes and service standards.
• Improve ticket quality, user communication, and knowledge capture for effective issue resolution.
• Support disciplined incident handling, documentation, escalation, and handover to enhance operational control.
• Foster a proactive, user-focused, and improvement-led culture within the service desk.

JOB REQUIREMENTS:

• Previous experience in service desk, first-line support, or technical support within a professional technology environment is essential.
• Working knowledge of Microsoft Windows, Microsoft 365, endpoint support, and networking fundamentals is required.
• Experience in handling incidents, service requests, and user queries using structured service management practices is necessary.
• Ability to investigate routine and moderately complex issues, capturing relevant information and escalating when needed is crucial.
• Clear communication skills, enabling professional support to users and effective collaboration with technical teams and managed service providers.
• A practical, service-focused mindset with attention to detail and a commitment to continuous improvement is needed.

WHAT YOU'LL LOVE:

This role offers a supportive and fulfilling working environment where you can make a meaningful contribution to maintaining high regulatory standards in the financial services sector. You will work alongside passionate colleagues who value excellence, professionalism, respect, integrity, and teamwork. The client promotes a culture of learning and continuous improvement, ensuring you have opportunities to develop your skills and expertise while enjoying a balanced work-life dynamic.