IT Service Desk Analyst

Our leading Douglas-based Finance Sector Client is expanding its Technology Team as they progress an ambitious transformation programme. As the evolution continues, they now require an IT Service Desk Analyst to join the team.

This role involves resolving daily support requests from users both locally and internationally, ensuring critical systems are operational for the growing business. You will be someone with excellent interpersonal and communication skills and a desire to make things better with the proven technical ability to make that happen.

NOTE: The role will include covering overnight / on-call batch operator shifts on a rota basis, with an additional shift allowance or on-call payment for unsociable hours.

The IT Service Desk Analyst will be responsible for:

• Providing first and second line Service Desk support, addressing and resolving incidents and fulfilling service requests raised by users across seven countries, interacting with technical teams and suppliers to ensure a prompt restoration of service
• Providing out of hours Batch operations and other Support on a rota / agreed basis
• Maintaining knowledge articles, policy & procedure documentation to the required standard
• Performing general IT duties covering such tasks as equipment relocation, software installation, application and hardware upgrades and hardware builds
• Ability to work on your own as well as part of a team is essential

The ideal candidate for the role of IT Service Desk Analyst will have:

• A minimum of 2 years IT support experience on a technical service desk or relevant Service/Help Desk experience in a similar role
• Self-Motivation, positive attitude to change, and able to work individually or as part of a team
• Strong analytical and communication skills
• Experience in troubleshooting complex issues
• Experience supporting Microsoft Windows on desktops and servers, Office 365, Microsoft Exchange, virtual and physical end user desktop environments, Active Directory and working with modern Service Management toolsets is crucial to this role
• Clean driving licence, as you will be supporting users at two local offices
• An ITIL Foundation qualification and experience working in a Financial Services environment will be beneficial