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Senior Service Desk Analyst (O911876)

Douglas, Isle of Man

Technology & Telecoms

Salary DOE plus excellent benefits package

Full time / Permanent

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Job description


Our Client is an internationally respected Corporate and Fiduciary services, Fund Administration and Capital Markets business, with offices across multiple jurisdictions and territories who are currently seeking a Service Desk Analyst to join the team.

Role Profile

The IT Service Desk is the central point of contact for all IT related incidents and service requests for the business. In this role the Service Desk Analyst will provide first line technical support for all users ensuring Incidents and Service Requests are logged, responded, and resolved in line with ITIL Standards. Wider duties will include:

  • Provide 1st line support via phone, e-mail, walk-ups, and deskside support
  • Record all incidents and requests in the ITSM Platform ensuring correct categorisation is applied
  • Carry out and document troubleshooting on all incidents before escalating to Technical Teams
  • Keep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress
  • Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams with detailed handover notes
  • Manage all new staff onboarding / off boarding including the provision of IT equipment, account set up, engagement with other IT Teams to ensure a smooth operation
  • Maintain the asset register within the ITSM Platform for end user equipment
  • Ensure all calls are responded to in a timely manner and within agreed SLAs
  • Proactively engage with users to build relationships and ensure their IT is working as expected
  • Notify Technical Teams of any issues having major impact on users (via the appropriate channels)
  • Establish and maintain regular communications with the global IT Team, management and end users regarding IT activities and issues
Qualifications & Experience
  • A minimum of 5 years' experience in the IT Service Delivery field, preferably in a customer service and/or end user support role
  • Strong communication skills, both verbal and written, including excellent telephone manner
  • Experience working with global teams in multiple time zones
  • Detailed knowledge of MS Office Suite, Windows Operating Systems & Active Directory
  • Good understanding of LAN/WExperience working in an IT environment, or customer service experience
  • Have enthusiasm and passion for IT Support
  • Strong commitment to excellent customer service
  • Good understanding of current PC operating systems and applications
  • Demonstrates clear verbal communication, politeness, respect, and consideration for others
  • Strong organisational and time management skills
  • Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes
  • Confidence to speak with users over the phone and in person to help resolve IT issues

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