Jr. Support Analyst - Service Desk

On behalf of our client, a Bermuda-based insurance company, we are seeking a Junior Support Analyst - Service Desk to join their team. Reporting to the IT Service Delivery Manager, this role works with a team of IT professionals which serve as the first point of contact for end-users seeking technical assistance. The Junior Support Analyst will help troubleshoot hardware, software, and network-related issues, ensuring prompt and efficient resolution under the guidance of senior team members.

Primary Accountabilities & ResponsibilitiesLog, record and categorize user issues, problems and requests directly into the Incident Management SystemUtilize the Service Desk escalation procedures to follow up on incidents and ensure timely resolution, while manager customer expectations by providing regular updatesTroubleshoot end user issues over the phone and, if necessary, in person.

Perform standard user account administration tasksAssist in ongoing maintenance for all devices, including laptops, workstations, printers, and mobile devicesAssist with training of users in the use of new technology where neededManage procurement and inventory of IT equipment such as print consumables, hardware and peripherals to ensure efficient management of assetsDevelop an understanding of the IT environment of the organisation and provide a centralized, helpful, customer focused service for the usersKeep abreast of new developments in software and hardware and provide a fresh perspectivePerform other administrative duties as requiredSkills & ExperienceUniversity degree or equivalent experience working in a similar IT role, call center or administration support environmentA minimum of one year of hands-on experience in an IT support or helpdesk role is required; relevant internships or academic projects will also be considered.

IT literate with knowledge of helpdesk ticketing systems, Microsoft Windows 10 Office Suite & Microsoft 365Certifications such as CompTIA A+, MCSA, would be an assetWorking knowledge with ITIL processes such as Change Management, Problem Management, and Incident Management would be an assetBasic knowledge of Active DirectoryPrevious experience in device deploymentDemonstrates initiative, problem solving skills and team collaborationWillingness to develop own skills, learn new technologies and softwareEffective time management and organisational skills to prioritise and handle multiple tasks simultaneously. Accurate and thorough documentation of support requests, troubleshooting steps, and resolutions.

Ability to collaborate with other IT professionals and teams when complex issues require escalationExcellent written, interpersonal and oral communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels within the organisationAll applications are handled in a confidential manner and in accordance with Expertise’s Privacy Policy, available on our website.