Job Reference: 32495
Job Type: Permanent Vacancy
Job Location: Guernsey

Our client is seeking an experienced IT Helpdesk Analyst to join their Global IT Helpdesk team. This role operates at the second tier within the support structure and serves as an escalation point for internal team members when triaging and resolving technical issues. The ideal candidate will have 1–3+ years of experience within a global IT team, providing support at all levels, including C-suite executives. This position requires strong customer service skills, technical expertise, and a proactive approach to problem-solving. The role is based on-site five days per week, with occasional weekend shifts and potential travel to regional offices as required. Job Duties: Provide high-quality IT support across the global enterprise Respond to customer tickets, walk-up queries, direct messaging, and phone calls, ensuring all interactions are logged in the ITSM tool Handle customer and partner escalations, prioritising based on business needs Collaborate with senior Helpdesk colleagues to standardise processes, implement automation, and reduce redundant workloads Create and maintain internal and customer-facing documentation for Helpdesk-supported applications Act as a subject matter expert for supported applications and services Manage hardware provisioning, IT onboarding and offboarding, and asset management Engage with vendors where appropriate for support escalation Participate in out-of-hours support rotations, including up to 12 weekend shifts per year Assist in the development of operational metrics as defined by leadership Job Requirements: A bachelor’s degree in an IT-related discipline with at least one year of relevant experience, or 3+ years working on a busy IT Helpdesk within the legal industry Advanced knowledge of Microsoft Windows operating systems, Active Directory, Intune, and Entra ID Strong understanding of networking and communication technologies Experience in supporting iOS mobile devices Working knowledge of Microsoft Exchange, Teams, SharePoint, Azure Cloud, Group Policy, and SCCM Familiarity with legal or corporate services technologies such as ViewPoint, Aderant toolsets, and iManage is advantageous Awareness of ITIL or similar service management frameworks and cyber security best practices Excellent interpersonal skills and the ability to engage with all levels of the organisation Strong problem-solving skills with a high level of attention to detail Ability to work both independently and collaboratively, demonstrating initiative in resolving incidents and service requests What You’ll Love:Our client offers a dynamic and collaborative working environment where you will have the opportunity to develop your technical skills and gain experience in a global IT support setting. You will work with a diverse range of technologies and be supported in your professional growth. This role provides hands-on experience in troubleshooting, process improvement, and IT service management, making it an excellent opportunity for those looking to advance their IT career. Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here  

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