Senior Service Desk Analyst

Responsibilities:

• 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

Required:

• 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