Level 1 Service Desk Analyst (VA331)

We are seeking an individual to join our Guernsey office, to be the first point of contact for all technology issues and queries, to provide a high level of customer service to all staff within Carey Olsen in order to attempt to fix technical issues or to escalate to Level 2 with all required information.

Principal duties will include:

• To be the first point of contact for all technology incidents, queries and requests
• Provide an excellent level of customer service to customers, by providing them with appropriate support responses and friendly and polite communication
• Being a role model to all technology operations staff with Carey Olsen's ethos and ways of working
• Ensure that all requests are logged and managed to meet our standards in the Service Desk system
• Ensure cases are responded to within agreed SLAs
• Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices
• Facilitate or coordinate a smooth flow of information regarding escalated incidents to the management team
• Take ownership of user problems and follow up the 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 a technology ambassador in all dealings with customers
• Adhere to all technology processes such as incident management, problem management and change management
• Ensure all relevant technology records are updated whenever appropriate, e.g. asset database.
• Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
• 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 practise guidelines
• Supporting the roll-out of new applications, infrastructure and change within the business, including new ways of working
• Have a detailed understanding of the operation and aim of each system within the application portfolio
• Continually enhance skills and build knowledge in all aspects of the organisation, the business and information systems
• Update and maintain support documentation such as the knowledge base
• Be responsible and pro-active in knowledge transfer to the service desk team

Process and technical training will be provided as part of this role. Being able to evidence a keen interest in IT and new technology as well as a background in customer services is preferred.

Knowledge of the systems and principles listed below would be beneficial:

• Ability to digest and communicate technical data in business-understandable terms
• Microsoft Windows & Office

Weekend work or out of office hours will be required on an ad-hoc basis as part of the role for system changes / upgrades that need to be released out of hours (this is paid at overtime rates).

Please click on "Apply for this job" to submit a CV for this vacancy.