L1 Service Desk Analyst

| We are seeking an individual to join our Guernsey 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.<br><br><br><br>Principal duties will include:<br><br><br><br>To be the first point of contact for all technology incidents, queries and requests<br><br>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<br><br>Be a champion for customers, by co-ordinating with other teams to meet customer expectations<br><br>Be a role model within the technology operations team for Carey Olsen's ethos and ways of working<br><br>Ensure that all workstreams are logged and managed to meet our standards in the Service Desk system<br><br>Ensure tickets are responded and actioned within agreed SLAs<br><br>Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices<br><br>Facilitate or coordinate a smooth flow of information regarding escalated incidents to the management team<br><br>Take ownership of customer problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner<br><br>Adhere to all technology processes such as incident management, problem management and change management<br><br>Ensure all relevant technology records are updated whenever appropriate, e.g. asset database<br><br>Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQ's, self-help guides<br><br>Be responsible and pro-active in knowledge transfer to the rest of the service desk team<br><br>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<br><br>Encourage customer awareness of cyber security risks and of best practise guidelines<br><br>Support the roll-out of new applications, infrastructure and change within the business, including new ways of working<br><br>Have a detailed understanding of the operation and aim of each system within the application portfolio<br><br>Continually enhance skills and build knowledge in all aspects of the organisation, the business and information systems<br><br><br><br>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.<br><br><br><br>Knowledge of the systems and principles listed below would be beneficial:<br><br><br><br>Ability to digest and communicate technical data in business-understandable terms<br><br>Microsoft Windows & Office<br><br>Providing high level of professional customer service<br><br>Passion for change<br><br><br><br>​Due to the requirements of this position, the holder will be required in the office with no opportunity for work from home/remote working.<br><br><br><br>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).<br><br><br><br>Apply online at www.careyolsen.com/careers/vacancies/va607-l1-service-desk-analyst |
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