Our client is seeking an IT Service Desk Administrator based in Guernsey to provide crucial administrative and technical support to the IT department. This role involves supporting both BAU (Business As Usual) activities and change projects, including occasional assistance to the Facilities department. You will be responsible for ensuring continued IT services for End Users, enabling them to perform their roles effectively. Click here to read more.
Job Duties:
- Provide on-site and remote technical support to resolve hardware and software issues.
- Manage and prioritise support tickets, ensuring all requests are logged and tracked via the Service Desk application.
- Diagnose and resolve problems promptly, ensuring high-quality customer service.
- Support the wider IT Help Desk team as needed.
- Liaise with in-house technical teams, business users, third-party vendors, and consultants.
- Install, troubleshoot, and maintain hardware, software, and network applications, including printers.
- Provide IT technical support for industry-standard hardware and software throughout their lifecycle.
- Process Identity and Access Management requests.
- Manage Active Directory accounts for starters and leavers.
- Perform routine inspections and maintenance of existing installations.
- Follow internal standards, including ITSM, ISO27001, GDPR, and Change Management.
- Maintain IT documentation, such as the Asset Register and Application Process and Procedures.
- Design user interfaces, work with customers to test applications, and ensure software and systems meet quality and functionality standards.
- Mentor and train junior or new team members.
- Collaborate with the wider IT team on more complex support requests.
- Manage stakeholders effectively to prioritise and deliver customer requests.
- Ensure consistent service delivery across all business lines and seek feedback from key stakeholders.
- Work proactively and collaboratively with colleagues in the IT function across the business.
- Support the Facilities team with setting up, removing, or adjusting workstations as needed.
- Participate in projects, assist with system development and testing, and ensure operational procedures are updated to promote team efficiencies.
- Communicate effectively with project sponsors and team members, reporting progress and any concerns or delays.
- Maintain a positive and ethical work environment conducive to attracting, retaining, and motivating staff.
- Continuously update your knowledge, skills, and personal development to meet current and future business requirements.
- Understand the audit requirements of the IT Service Desk Team and ensure compliance with end-user processes.
- Assess IT operational risks and implement risk mitigation controls where necessary.
- Report operational risk events promptly and ensure actions are completed within agreed timelines.
- Contribute to fostering a culture of risk awareness and upholding the highest standards of corporate governance.
- Act as a role model, demonstrating the desired behaviours and culture across the organisation.
- Represent the company strategy and commercial decisions proactively and positively.
- Lead by example, motivate others, and assist with managing change within the organisation.
Job Requirements:
GCSEs in English and Maths (or equivalent).
- Level 3 IT & Computing qualification (or equivalent).
- Professional qualification such as ITIL v4 Foundation Certificate (or equivalent).
- Ideally, one to two years of IT support experience.
- Understanding of Microsoft OS’s and Applications, including Windows and SCCM.
- Awareness or exposure to Citrix, O365, Azure, Mitel, Active Directory, Service Desk Ticketing Platforms, IT Processes, and Systems.
What You’ll Love:
This role offers the opportunity to work within a dynamic IT environment where your contributions are valued and where you can grow professionally. You’ll be part of a supportive team, with the chance to work on a variety of tasks and projects that enhance your skill set. Our client is committed to fostering a positive work culture and providing opportunities for continuous development.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
