Technical Support Analyst

Jersey Financial Services Commission; Saint Helier; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

Jersey Financial Services Commission is seeking a Technical Support Analyst to deliver frontline and growing second-line technology support. The role handles incidents, service requests and user queries, ensuring timely resolution and proper escalation where needed.

You will strengthen knowledge management, support consistent service delivery across Technology & Data, and contribute to a proactive service desk culture while maintaining secure, reliable technology support for colleagues.

Qualifications

• Experience providing frontline IT support.
• Familiarity with incident management processes.
• Strong communication skills (verbal and written).

Responsibilities

• Provide first line and developing second-line support for incidents and service requests across desktop environments.
• Diagnose, document, resolve or escalate issues using approved procedures.
• Record accurate information and keep users updated on progress.
• Contribute to knowledge articles, user guidance and support documentation.
• Collaborate with colleagues and service providers to maintain reliable service delivery.

Skills

Microsoft 365

Identity & Access

Endpoint Management

Networking

Business Applications

Job description

Division: The Technology & Data division enables JFSC through secure, stable technology services and effective use of data, supporting regulatory outcomes, operational efficiency and organisational resilience.

Team: The Service Delivery team provides technology support, service desk and infrastructure services across JFSC. The team enables colleagues to carry out their regulatory and operational responsibilities efficiently, securely and with minimal interruption by delivering resilient technology services, responsive user support and effective operational control.

The Technical Support Analyst provides practical first line and developing second-line technology support across JFSC. The role handles incidents, service requests and user queries through agreed processes, applying standard methods, good judgement and clear communication to support timely resolution or appropriate escalation. The post holder will help ensure that colleagues receive reliable, timely and well-documented technology support, while strengthening internal capability, improving knowledge management and supporting consistent service delivery across Technology & Data division. The candidate will deliver the following outcomes:

• Provide first line and developing second-line support for incidents, service requests and user issues across desktop services, Microsoft 365, identity, endpoint, network access and business application environments.
• Apply agreed procedures to diagnose, resolve, document or escalation issues, using discretion when handling moderately complex or non-routine matters.
• Support incident and request management by recording accurate information, maintaining ticket quality and keeping users informed of progress.
• Contribute to knowledge articles, user guidance and support documentation to improve consistency and reduce repeat contacts.
• Work constructively with colleagues, technical teams and managed service providers to progress issues and maintain reliable service delivery.

You will add value to the organisation by:

• Providing responsive and consistent technology support for colleagues across JFSC.
• Resolving routine and moderately complex incidents and requests within agreed processes and service standards.
• Improving ticket quality, user communication and knowledge capture so issues can be understood, progressed and resolved effectively.
• Supporting stronger operational control through disciplined incident handling, documentation, escalation and handover.
• Contributing to a proactive, user-focused and improvement-led service desk culture.

What will success in this role look like?

• Assigned incidents and requests are resolved, fulfilled or escalated appropriately, with clear records and timely updates.
• Users experience professional, helpful and reliable support, evidenced through feedback, ticket quality and service performance reporting.
• Moderately complex issues are investigated methodically, with relevant information captured to support resolution or escalation.
• Knowledge articles, FAQs and user guidance are created or updated where appropriate.
• The post holder demonstrates increasing confidence, judgement and technical capability while working within agreed standards and processes.