We are working with a leading organisation seeking an experienced IT Service Desk professional to join its support team. The successful candidate will contribute to the smooth running of the IT Service Desk, providing effective technical support to users across multiple jurisdictions while ensuring IT procedures, standards and service levels are consistently maintained.

KEY RESPONSIBILITIES:

• Provide responsive and effective IT Service Desk support to users across all jurisdictions
• Log, manage and resolve IT incidents and service requests in line with agreed procedures and service levels
• Troubleshoot hardware, software, connectivity and user access issues, escalating more complex matters where appropriate
• Provide support across Microsoft Office 365, Windows 11 and iOS operating systems
• Assist users with the installation, configuration and use of IT hardware and software
• Support the effective operation of networking systems, hardware and software
• Maintain accurate records of incidents, resolutions and user support activity
• Follow established IT procedures, policies and security standards
• Contribute to the ongoing improvement of IT Service Desk processes and user experience
• Work collaboratively with the wider IT team and relevant third-party providers to resolve technical issues
• Assist with IT projects, system implementations and other technology initiatives as required
• Maintain a strong awareness of information security and ensure appropriate controls are followed at all times

QUALIFICATIONS AND EXPERIENCE:

• Minimum of two years' experience in a similar IT Service Desk or IT Support role
• Practical knowledge of Microsoft Office 365, Windows 11 and iOS operating systems
• Comfortable working with a broad range of networking hardware and software, with the ability to learn new technologies quickly
• Demonstrable troubleshooting and technical support capabilities
• Examples of previous IT projects undertaken, or relevant personal study and ongoing professional development, would be advantageous
• Relevant IT qualifications or certifications would be beneficial but are not essential 

SKILLS AND ATTRIBUTES:

• Strong analytical and problem-solving skills, with a methodical approach to troubleshooting
• Genuine interest in technology and a willingness to keep developing technical knowledge
• Customer-focused approach with the ability to communicate technical information clearly to non-technical users
• Strong organisational skills
• Patient, approachable and professional manner
• Proactive and willing to take ownership of issues through to resolution
• Must be Entitled or Entitled to work in Jersey