Service Desk Analyst

We have an opportunity available for a Service Desk Analyst to join our Guernsey team. We're welcoming applications from individuals who are ready to launch their journey into the world of technology or take their existing career to the next level. The role involves providing first‑line support to C5 clients, ensuring that Service Level Agreements are met and offering a point of contact to log and manage reported issues. This includes both reactive support and proactive problem management and trending to identify common issues for root cause resolution. Additionally, the role involves reporting and auditing calls logged within the Service Desk system to guarantee clarity, timely updates, and quality.

Key Responsibilities

• Perform daily administrative tasks for the Service Desk to support service delivery operations, ensuring all functions are carried out efficiently and effectively.
• Receive queries and incident details, monitor performance against client SLAs, and ensure timely response and resolution of issues.
• Use basic diagnostic skills to address incidents where possible, following existing processes and procedures to troubleshoot and resolve common issues.
• Identify when issues need to be escalated and route them to the appropriate Service Desk queue, whether it be 2nd or 3rd Line Support or third‑party organisations.
• Record all details of incidents, queries, and the actions taken in the C5 ticketing system, ensuring comprehensive documentation for audit and tracking purposes.
• Track the actions taken on incidents, follow up on their status and progress as needed, and ensure that all incidents are resolved in a timely manner.
• Collaborate with clients, internal teams, and third‑party suppliers to resolve incidents and queries, ensuring effective communication and coordination.
• Assist in the development and management of Service Desk processes and procedures, ensuring they are documented, followed, and improved over time.
• Monitor the status of incidents to prevent SLA breaches, identify performance issues, elevate incidents as necessary, and administer recovery procedures in case of failures, informing relevant personnel and clients as needed.

Personal Attributes, Experience, Education & Skills

Personal Attributes

• Strong interpersonal skills
• Unique blend of technical and customer facing skills
• Understand customer requirements and business challenges
• Self‑motivated and proactive
• Team player
• Organised
• Detail oriented
• Problem solver

Experience

• Experience in a similar technical role.
• Experience of using a Service Management system or a similar computer application in a service environment.
• A sound understanding of IT networking technology, systems management, fault monitoring, alerting, incident escalation, problem management and applications including MS Office, Visio and MS Project.
• Experience of service level agreements and conformance management.
• Experience of reporting preferred, specifically relating to performance against contractual SLA and invoicing to clients.
• Have a basic understanding of help and service desk operations within a customer services environment.

Education

• GCSE / BTEC / A‑Level level education or equivalent

Technical Skills

• Proficient in diagnosing and resolving technical issues related to hardware, software, and network connectivity, ensuring minimal downtime and user disruption.
• Adept at performing routine system maintenance tasks, such as user account management, software installations, and updates, as well as conducting regular backups and ensuring data integrity.
• Proficient in managing and configuring Microsoft 365 services, including Exchange Online, SharePoint Online, and OneDrive for Business, ensuring optimal performance and seamless user access.
• Skilled in administering Microsoft 365 user accounts, including provisioning, deprovisioning, and managing licenses and permissions through the Microsoft 365 admin centre and Azure Active Directory.
• Experienced in diagnosing and resolving issues related to Microsoft 365 applications such as Outlook, Teams, and Office suite, providing end‑users with prompt and effective solutions.
• Knowledgeable in implementing and maintaining security measures within Microsoft 365, including configuring multi‑factor authentication (MFA), and ensuring compliance with organisational policies and standards.

Non‑Technical Skills

• Keep up to date with latest changing technologies and ability to articulate changes to customers and peers.
• Organised and methodical approach to handling tasks and routine activities.
• Highly developed customer facing and relationship management.
• Collaborative team member, with the ability to work independently or part of a project team.
• Self‑motivated and able to effectively deliver results with minimum supervision.
• Set and adhere to priorities and deadlines, and use time effectively to complete tasks, i.e. able to work under pressure.

Certifications (desired)

• Comptia A+
• Microsoft Azure Fundamentals
• Microsoft 365 Fundamentals
• Clean Driving Licence

Benefits

• Employees enjoy an attractive benefits package as part of our continuous employee value commitment.
• Competitive salary
• Competitive annual leave
• Pension scheme
• Private health insurance
• Agile working
• Proactive learning environment
• Company‑wide socials and team events
• Access to the latest technologies
• Access to technology leaders/technical specialists
• An environment to be yourself