L1 Service Desk Analyst (VA561)

We are seeking an individual to join our Jersey office, to be the first point of contact for all technology issues and queries, to provide a high level of customer service to all staff within Carey Olsen in order to attempt to fix technical issues or to escalate to Level 2 with all required information.

Principal duties will include:

• To be the first point of contact for all technology incidents, queries and requests
• Provide an excellent level of customer service to customers, by providing them with appropriate support responses and friendly, polite and professional communication and to act as a technology ambassador in all dealings with customers
• Be a champion for customers, by co-ordinating with other teams to meet customer expectations
• Be a role model within the technology operations team for Carey Olsen's ethos and ways of working
• Ensure that all workstreams are logged and managed to meet our standards in the Service Desk system
• Ensure tickets are responded and actioned within agreed SLAs
• Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices
• Facilitate or coordinate a smooth flow of information regarding escalated incidents to the management team
• Take ownership of customer problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Adhere to all technology processes such as incident management, problem management and change management
• Ensure all relevant technology records are updated whenever appropriate, e.g. asset database
• Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQ’s, self-help guides
• Be responsible and pro-active in knowledge transfer to the rest of the service desk team
• Being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
• Encourage customer awareness of cyber security risks and of best practise guidelines
• Support the roll-out of new applications, infrastructure and change within the business, including new ways of working
• Have a detailed understanding of the operation and aim of each system within the application portfolio
• Continually enhance skills and build knowledge in all aspects of the organisation, the business and information systems

Process and technical training will be provided as part of this role. Being able to evidence a keen interest in technology as well as a background in customer services is preferred.

Knowledge of the systems and principles listed below would be beneficial:

• Ability to digest and communicate technical data in business-understandable terms
• Microsoft Windows & Office
• Providing high level of professional customer service
• Passion for change

​Due to the requirements of this position, the holder will be required in the office with no opportunity for work from home/remote working.

Weekend work or out of office hours will be required on an ad-hoc basis as part of the role for system changes / upgrades that need to be released out of hours (this is paid at overtime rates).

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