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Service Desk Analyst, IT Services - Guernsey

  • Location: Guernsey
  • Salary: Negotiable per year
  • Job Type:Permanent

Posted 8 months ago

  • Contact: Vib Purohit
  • Contact Email:
  • Start Date: 19/04/2023
  • Expiry Date: 23 November 2023
  • Job Ref: 46628/001

Our client in Guernsey is currently looking for an IT Service Desk Analyst who would assist the IT Service Management team in business service management practices and procedures in the IT environment. The key responsibilities will be to provide support for all relevant applications and office hardware and assist in maintaining, upgrading, implementing, and troubleshooting the IT applications, hardware & infrastructure. Provide support of incoming requests to the Service Desk for all office hardware including printers, photocopiers, faxes, PCs, laptop and mobile devices and escalate as appropriate where a resolution cannot be provided. You will provide support on all standard application support calls and escalate as appropriate where a resolution cannot be provided

Provide IT support and advice via phone, email and face to face; Be the first point of contact on training related support calls; Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-efficiency; Ensure Service Desk calls are responded to within the agreed service levels;Contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary; As necessary work outside of the role to meet client needs. Work within the agreed IT Governance framework to ensure adherence to group policies and procedures. Where necessary carry out tasks to meet the requirements of all IT audits; Manage support calls with 3rd parties through to escalation; Ensure that all PCs and laptops are fit for operation and continuously conform to business standards. Action procedures for all account management tasks, ensuring that accounts are established, maintained and disabled as appropriate. Manage the physical set up and relocation of work stations. Ensure that the Service Delivery Manager is consulted regarding on going hardware faults and training related support calls. Liaise with the wider Support Team regarding outstanding calls

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