IT Service Desk Analyst
Isle of Man
Permanent
Our client seeks a dedicated and service-oriented IT Service Desk Analyst to join their IT department
Role Profile: As an IT Service Desk Analyst, you will be part of a collaborative team that serves as the central point of contact for all IT-related incidents and service requests across the group and clients worldwide. You will play a key role in resolving technical issues, improving support processes, and ensuring a high standard of service delivery. This role is well-suited to individuals who are proactive, customer-focused, and eager to contribute to continuous improvement in a fast-paced environment.
As an IT Service Desk Analyst, you will be responsible for delivering high-quality technical support and contributing to the continuous improvement of IT services.
Key Responsibilities will include:
- Incident Management: Handle and resolve incidents and service requests efficiently, ensuring timely updates and adherence to Service Level Agreements (SLAs).
- User Support: Provide technical assistance to users across the business, including remote support where required, ensuring a professional and helpful experience.
- Problem Identification: Recognise recurring issues and patterns, escalating them appropriately for further investigation and long-term resolution.
- Communication: Keep users informed throughout the lifecycle of their requests, providing clear and timely updates and follow-ups.
- Prioritisation: Effectively assess tasks based on urgency and business impact to ensure critical issues are addressed promptly.
- Optimisation: Identify opportunities to improve support processes and workflows, contributing to greater efficiency and user satisfaction.
- Knowledge Sharing: Document solutions, troubleshooting steps, and best practices to enhance the team's knowledge base and support capabilities.
- Documentation Maintenance: Proactively create, update, and maintain technical documentation, user guides, and support materials to ensure accuracy and relevance as systems and processes evolve.
- Technical Support: Maintain desktop and server operating systems and the current user application stack, including interacting with 3rd party partners/suppliers regarding support requests.
- Regular participation in: - Team on-call rota, including out out-of-hours incident support
- Patching of all systems, applications and servers
- Operational Readiness Testing
Key Skills and Experience:
- Proven experience in a service desk or IT support role (typically 2+ years)
- Passion for technology and a desire to grow professionally
- Strong problem-solving skills and the ability to troubleshoot technical issues independently
- Excellent customer service skills, whether via phone, email, or Teams
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical users
- Attention to detail and the ability to accurately follow written processes and procedures
- Ability to manage and prioritise multiple tasks while maintaining accuracy
- Experience using IT Service Desk systems and supporting a variety of devices and platforms
- Knowledge or experience with the following technologies is beneficial:
- Microsoft Office Products (Word, Excel etc)
- Microsoft Entra, Intune and Azure
- Apple Configurator
- Microsoft PowerShell
- Atlassian tools (Jira, Confluence, JIRA Service Management, JIRA Product Discovery)
- Ability and willingness to learn new systems
- Ability to work as part of a team and individually when required
- Relevant certifications such as ITIL 4 Foundation, or Microsoft certifications are beneficial
This is a full-time, on-site role based in the Isle of Man, ideal for someone with prior experience in IT support who is ready to take the next step in their career.
