Job Reference: 34094
Job Type: Permanent Vacancy
Job Location: Guernsey

Our client is seeking a Senior / Service Desk Analyst to join their growing team in Guernsey on a full-time, permanent basis. This role is crucial in supporting the delivery of high-quality IT services across the organisation. The successful candidate will act as a technical escalation point, mentor junior team members, and contribute to service improvements. Working both independently and collaboratively, the role also involves liaising with colleagues in other jurisdictions and supporting internal users with day-to-day IT needs. Job Duties: Act as the primary point of technical escalation within the Service Desk team Deliver advanced first and second-line support across various systems and applications Lead incident and problem management processes, including root cause analysis Mentor and support junior colleagues, encouraging collaboration and knowledge sharing Maintain documentation, knowledge base articles, and procedures Manage user account lifecycles and access permissions across systems Conduct regular system health checks and security reviews Coordinate with third-party vendors to resolve issues and deliver solutions Participate in IT projects, including infrastructure upgrades and new system rollouts Provide end-user training and support change management initiatives Ensure IT support aligns with ITIL best practices and company policies Support continuous improvement efforts within the service delivery function Promote and uphold the organisation’s values across all responsibilities Job Requirements: Minimum 5 years’ experience in IT support or service desk roles, with at least 2 years in a senior capacity Strong technical expertise in Microsoft 365, Windows OS, Active Directory, and ITSM tools ITIL Foundation certification preferred; other IT certifications are advantageous Excellent problem-solving and analytical skills Clear communication skills, with the ability to explain technical issues to non-technical users Ability to manage tasks independently, prioritise effectively, and meet deadlines Demonstrated leadership and team mentoring experience Proactive approach to service improvement and innovation Willingness to work flexibly to meet team needs What You’ll Love:Our client offers a collaborative and forward-thinking environment, where innovation and continuous improvement are valued. With a strong focus on development and leadership, the organisation supports growth and professional advancement while promoting excellence and integrity in service delivery. Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here 

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