Job Description

Our client has an opportunity within their IT department for an experienced IT Service Desk Analyst within their Service Desk team. They are looking for a full time member of staff, with good demonstrable Technical Support experience.

The Service Desk team is the central point of contact for all IT related incidents and service requests. Its role is to provide support for the desktop and mobile services that our client delivers to its staff within the Isle of Man and to their offices, and their clients worldwide.

What you’ll do

You will have a full and exciting workload, here’s a glimpse;

• Provide first line support to all staff in the Isle of Man, South African offices and remote workers
• Interact with cloud hosting partners regarding support requests for hosted environments
• Support the virtual desktop infrastructure and a variety of mobile devices
• Maintain desktop and server operating systems and current user application stack
• Research, testing and implementation of new software
• Explain and document technical issues in an understandable way to clients (internal staff)
• Identify potential changes and system improvements to be considered for implementation
• Coordinate external support for 3rd party software when required
• Provide guidance to staff in the use of IT systems and equipment
• Maintain Hardware (peripherals & consumables) including, but not limited to:
• Printers
• Laptops
• Teradici thin clients
• Mitel desk phones
• Maintain application licensing, updates and upgradesComplete system checks, monitoring and reporting on the desktop services
• Liaise with hardware and software suppliers
• Provide support to the wider Tech Org. Including infrastructure, development and security
• The role includes a mixture of project work and IT Support

What you need to succeed

• A passion for technology
• Excellent customer service whether via phone, email or via teams
• Good language and communications skills
• Ability to use an IT service desk system and to prioritise tasks
• Ability to learn new systems and support them on a variety of mobile devices and platforms
• Good understanding of desktop support with solid problem-solving ability
• A good knowledge and/or experience of ITIL4, Microsoft Office 365, PowerApps inc, Dynamics CRM, Exchange/Azure administration, InTune, Powershell, Apple products, Mimecast and N Central would be an advantage
• Experience in administration of Atlassian products i.e. Jira/Confluence/Service Desk would also be advantageous
• Configuration & setup of Windows Servers, Active Directory, DHCP and DNS
• Ability to work both as part of a team and individually when required

Our client’s  promise to you:

Not only do our client offer competitive salaries, they have lots of other benefits including private health care, an employee assistance programme, and life insurance, flexible hours, access to a pension scheme, volunteering opportunities for those who love to give back, training and development opportunities for those looking to drive their career even further and opportunities to take advantage of their own products.