IT Service Desk Analyst

Department: ITLocation: JerseyDescriptionWe pride ourselves on being a technology focused firm, that is always seeking out innovative and forward-looking solutions. Our IT Service Desk is a critical component of this ethos and help ensure that our global teams can perform at their best. Reporting to the European IT Service Desk Manager, this position will contribute to the smooth running the IT Service Desk Support function by providing IT service support across all jurisdictions, adhering to IT procedures and standards.

Key ResponsibilitiesFirst point of contact for Global users via various channels (email, call or ticket) Provide excellent customer service, in every interaction, striving to exceed client and business expectationsTake ownership of recorded Incidents and Service requests; tracking the progress and follow-up with the user to ensure they are satisfied with the resolutionManage all support in accordance with the Service Desk processes and procedures as well as ensuring all service led measurements are metComplete daily operational tasks as well as any ad-hoc support setting up meeting rooms, both on and off site, for telephone/video conferencing Provide Hardware and Software support, both locally and remotely for all Ogier jurisdictions and escalate appropriately.

Ensure that the IT Service Desk Manager is notified of any on-going faults and training related support calls across all jurisdictionsLiaise with the wider IT & Change Support Team regarding outstanding calls and managing customer expectationsSkills, Knowledge And ExpertiseA minimum of 2 years' experience in a similar role Experience and understanding of Microsoft Office 365, Windows 11 and iOS Operating SystemsProficient with or able to quickly learn to use a broad array of networking systems hardware/softwareSelf-motivated and able to work in a fast-paced environment with the ability to think and act independentlyAbility to maintain a high standard of customer service within a busy Service Desk environmentDetailed analytical and problem-solving skills, with an interest in technology Confident collaboration, communication, and interpersonal skills - the role involves engaging with our Ogier business users across all jurisdictions and in a range of roles within the organisation, including IT SME's Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines with prioritiesCommitment to on-going professional study and examinations is essential to succeed in this roleExamples of previous IT projects undertaken or personal study would also be desirable