Craig Drummond
Tech Recruitment
+1 (345) 936 1765 Apply Now

Senior Service Desk Analyst

Guernsey |


  • To act as a single point of contact for phone calls, emails and service desk requests from staff regarding technology issues, queries and requests for assistance
  • Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
  • Ensure that all requests are accurately logged and managed in the Technology Service Desk ticket system
  • Troubleshoot technology related problems from in-house software to hardware, such as thin client terminals, laptops, printers, and mobile devices
  • Mobile device administration and support
  • Provide phone system support and administration
  • Ticket management – to manage caller’s expectations by updating and escalating unresolved calls to the escalation team
  • Take ownership of user problems and follow up the on status of problems on behalf of the user and communicate progress in a timely manner
  • Demonstrate an excellent standard of customer service at all times, and to act as an ambassador for the Technology department in all dealings with our customers
  • Adhere to all technology processes such as incident management, change management, problem management etc
  • Conduct user administration – joiners/movers/leavers/application access
  • To liaise with third party suppliers for additional technical support
  • Asset management – ensure all relevant technology records are maintained and updated.
  • Installation of equipment – Thin clients, PC’s, printers, laptops, photocopiers, VC systems
  • Process procurement and logistic functions, including quotes, purchase of items and updating of relevant documentation
  • Create and maintain technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
  • Follow a security-first approach, being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
  • Encourage staff awareness of cyber security risks and of best practice guidelines
  • Provide end of day updates for priority tasks to the Technology operations management team
  • Produce weekly helpdesk reports
  • Be responsible for Technology Service in Guernsey
  • Provide support to other Service Desk analysts across the team


  • A minimum of 2 years’ experience in a similar role
  • Being able to evidence a keen interest in technology and new technology is preferred, and higher education experience of technology would be an advantage
  • Some knowledge of the systems listed below would be beneficial:
  • Microsoft Windows 10, Microsoft Office & Teams
  • Active Directory
  • Microsoft Exchange
  • iManage Work DMS
  • Mimecast
Craig Drummond
Tech Recruitment
+1 (345) 936 1765 Apply Now

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