IT Helpdesk Analyst - UK - Isle of Man

What we're building

We are seeking an IT Helpdesk Analyst to support the transformation and the future growth of the business, simplifying our IT architecture by removing our Legacy systems and delivering new solutions providing market-leading services for our colleagues, customers and advisers.

Job Summary

As a member of the IoM Infrastructure team, the Helpdesk Analyst is responsible for first line support to users based primarily in the Isle of Man; managing incidents, recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery, or assignment to second level teams as well as the administration of the helpdesk Knowledge Base and upkeep of helpdesk related procedures and the actioning of standard daily tasks.

What you'll do

Provide first line support to GWLE's customers via phone, email and web channels.
Perform triage, resolve incidents and respond to queries on PC's, laptops, printers, mobile devices, and email and business applications.
Assign incidents to second line support teams when required.
Advise customers on optimum usage of GWLE provided services.
Contribute technical content and solutions and maintain departmental procedures in the Knowledge Base repositories.
Maintain excellent knowledge of operating environments, business teams, applications and vendors across all lines of business.
Maintain timely awareness of current initiatives, product rollouts and changes to technical environments.
Adhere to Service Desk processes and related procedures across the incident life cycle.
Adhere to agreed service levels, targets and quality metrics.

Desired Knowledge, Skills and Experience

Evidence of some working knowledge of IT business technologies; networks, Servers, Windows server and desktop operating system, PC hardware, Office applications.
Previous experience working in IT or similar customer facing role.
Good problem solving and troubleshooting skills.