The IT and Application Support Analyst is responsible for assisting the IT Support team and the application development team by providing both remote and customer-facing support for applications and ICT-related issues. This role involves logging, tracking, and resolving issues while also aiding in the design of templates, application testing, and product releases. The post holder will play an integral role in various projects as defined by the business, ensuring that services are delivered excellently and deliverables are of high quality. The position is based at the Head Office in Guernsey and may require out-of-hours or off-island work on occasion. Core duties include providing support to non-technically minded colleagues across different business units, monitoring systems, and offering effective communication throughout the support process.
Job Duties:
- Act as the first point of contact for all issues, diagnosing and resolving reported issues and user requests.
- Provide remote and deskside support to business units.
- Support and administer company systems and manage desktop and mobile equipment deployments.
- Set up and programme mobile and desktop handsets, along with installation and management of Call Centre Telephony Solutions.
- Maintain effective communication with customers regarding the status of issues, upgrades, and new releases.
- Log, prioritise, and manage incidents and service requests accurately.
- Document system information, user access records, and incident reports while maintaining knowledge share directories.
- Perform routine tasks, such as checking appliance and server health and maintaining emergency plan equipment.
- Assist with major projects and disaster recovery testing.
- Monitor systems, log incidents, and follow through to resolution.
- Design templates using Figma and redefine concepts based on feedback.
- Assist with application testing and collaborate with developers to ensure fixes are completed.
- Draft Business Requirements specifications and collaborate with business units to ensure understanding of requirements.
- Provide monthly reports to management on incident management metrics.
Job Requirements:
- Experience in a service desk or help desk environment is essential.
- A keen interest in IT with experience in Windows operating systems, desktop and mobile devices is required.
- Excellent organisational skills with attention to detail and accurate record-keeping.
- Ability to learn new systems and tasks quickly.
- Proficient in Microsoft Word, Excel, Outlook, and web browser applications.
- Excellent interpersonal and communication skills, with a friendly and approachable manner for face-to-face support.
- Proactive approach towards responsibilities with the ability to meet deadlines.
- Strong ability to manage time, handle challenges efficiently, and multitask effectively.
- Airside work is necessary, requiring completion of GSAT security training and obtaining an appropriate airside pass.
- A verifiable five-year history and a current police check will be required.
What You’ll Love:
This role offers the chance to be part of an environment that values teamwork and professional integrity. The organisation encourages personal development, providing opportunities for continuous learning and growth. You will find yourself immersed in a supportive workplace that appreciates innovation and striving for excellence in service delivery. Being part of such a dynamic team means you'll have ample opportunity to build lasting relationships and contribute significantly to various pivotal projects.
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