IT Service Desk Analyst / Batch Operator

Our client currently has a permanent position available for an IT Service Desk Analyst / Batch Operator within their IT Service department. The successful candidate will possess strong personal and communication skills, a desire to improve processes, and the technical ability to implement those improvements. This role involves the day-to-day resolution of support requests from users located both on the Isle of Man and internationally, ensuring that critical systems are operational for the growing business. Key responsibilities include providing first- and second-line Service Desk support, addressing incidents, and fulfilling service requests raised by users across seven countries. Interaction with technical teams and suppliers is necessary to ensure a prompt restoration of service. The successful candidate will also provide out-of-hours Batch Operator support as per the rota, and will be responsible for maintaining knowledge articles and policy documentation. General IT duties such as equipment relocation and software installations will also be part of the role.

Job Duties:

• Provide first- and second-line Service Desk support to users across multiple countries.
• Address and resolve incidents and fulfil service requests in a timely manner.
• Interact with technical teams and suppliers to restore services promptly.
• Provide out-of-hours Batch Operator and operational support on a rota basis.
• Maintain knowledge articles and policy & procedure documentation to the required standard.
• Perform general IT duties, including equipment relocation, software installation, and hardware upgrades.
• Work independently and collaboratively within the team.

Job Requirements:

• A minimum of 2 years relevant Service/Help Desk experience or equivalent role.
• Self-motivation and a positive attitude towards change, with the ability to work individually or as part of a team.
• Customer service experience in face-to-face, remote, and phone communications.
• Strong analytical, troubleshooting, and listening skills.
• Experience supporting Microsoft Windows on desktops and servers, Office 365, Microsoft Exchange, and Active Directory.
• Familiarity with modern Service Management toolsets is crucial.
• A clean driving licence is required for supporting users at two offices on the Isle of Man.
• An ITIL Foundation qualification and experience in a Financial Services environment are beneficial.

What You’ll Love:
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This role offers the opportunity to play a key part in maintaining and enhancing the organisation's reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.

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