ICT Service Desk Analyst

The capabilities and talent of our lawyers have earned us industry recognition for identifying all the steps necessary to meet our clients’ goals, however diverse or complex the requirement.

We are an award-winning law firm with expertise in BVI, Cayman Islands, Guernsey and Jersey law and the agility to drive success for our clients in a fast moving world.  We provide legal advice shaped around the needs of corporate and private clients, financial institutions and intermediaries worldwide.

Working in multi-disciplinary teams, we marry thought leadership with a proactive approach to solving issues holistically – without a client needing to raise them – across geographies and practice areas in the most efficient and seamless way.  Through this approach – delivering reliability and stability with flair – we combine commercial acumen with service excellence that helps you to achieve your goals and stay ahead.

Purpose of the job

This role is part of our Service Desk Team providing efficient and valuable technical assistance on computer systems across all our jurisdictions. The Service Analyst will assist in answering queries on technical issues and offer advice to solve them. The ability to communicate effectively to understand the problem and explain its solution is essential to this role.

Main responsibilities

• Support the Service Delivery Manager by pro-actively monitoring the ICT system, ensuring that any outstanding tickets are resolved and closed on a timely basis
• Provide training and guidance to other members of the Service Desk team as and when required
• Serve as the first point of contact for users seeking technical assistance
• Perform remote troubleshooting and training sessions for our staff
• Determine the best solution based on the issue and details provided by the user
• Walk the user through the problem-solving process
• Document procedures, knowledge articles and known issues
• Direct unresolved issues to the next level of support
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by users to your manager
• Identify and suggest possible improvements on procedures
• Installation/maintenance of hardware – office/desk moves, meetings setup, additional/replacement equipment, printer/copier toner replacement
• Following our procedures for joiners and leavers

Qualifications

• Good GCSE level or equivalent qualifications
• Be studying towards a relevant ICT qualification

Knowledge/skills/experience

• Prior experience working on IT service desks
• Good understanding of computer systems, mobile devices and other tech products
• Great customer service skills
• Excellent communicator and team player
• Knowledge of ITIL principles would be a benefit

In this role you will be expected to:

• Adhere to all policies, procedures and regulations including those around anti-money laundering and terrorist financing.
• Commit to fulfilling your personal CPD requirements and to continually develop your skills and knowledge.
• Act in keeping with our core behaviours.