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Associate, IT Service Desk Analyst

IT Enquire

Type:

Full Time

Full Description

Stonehage Fleming provides a range of services from long-term strategic planning and investments to day-to-day advice and administration to over 250 families of wealth. The Group employs over 500 people in 11 offices in 8 jurisdictions around the world.

WORKING RELATIONSHIPS
You will report to the Service Desk Analyst Team Leader within the IT Department. Other working relationships include all members of the IT team, all users worldwide and external suppliers.

OVERALL PURPOSE
You will provide a level 1-2 end-user Service Desk support from our Jersey, St Helier office for the whole Group.

PRINCIPLE ELEMENTS & ACOCUNTABILITIES
You will;

Ensure the support of end-user’s issues coming from phone calls and email. End-user support includes international sites and escalating the Service Desk tickets when appropriate
Make sure that Service Desk tickets have sufficient details for processing and full resolution information for the Knowledge Base
Participate in the end-user training
Monitor and maintain IT systems (troubleshooting)
Install, upgrade and maintain IT hardware, software and systems
Maintain IT validated documents and asset inventory
Help ensure Group IT policy is adhered to
Apply a flexible approach to working hours: shift hours and on-call support

QUALIFICATIONS AND EXPERIENCE

You will possess a relevant industry qualification or experience working in the IT Support field
You will hold proven relevant experience in supporting IT systems and in Microsoft Core Technologies is required: Windows server, Exchange, Active Directory, MS Office as well as experience in supporting Citrix which would be advantageous
You will possess basic knowledge in mail filtering products, communication and collaboration tools, video conferencing, backup and replication tools, protection tools, virtualisation basics, and networking

SKILLS

Fluent in English
Knowledge of Microsoft Core Technologies: Windows server, Exchange, Active Directory, MS Office
Technical hardware skills
Willingness to travel overseas when business requires

COMPETENCIES AND BEHAVIOURS

Communication Skills: Very good interpersonal and communication skills
Communication Skills: Ability to train users one-to-one and to groups
Communication Skills (written and verbal): Appropriate communication to people at all levels
Planning and Organising: Prioritise different tasks and execute them accordingly
Planning and Organising: Plan ahead and take into calculation other people's agendas
Client Orientated (internal & external): Apply with consistency the internal SOP (Standard Operation Procedures) and best practices
Problem Solving / Decision Making: Proven analytical and problem-solving abilities
Teamwork: You will be a team player who supports and works towards team goals
Technical Knowledge: You will be keen to learn/acquire new skills and knowledge and eager to share it with your colleagues

If you would like to apply for this position, or encourage anyone else to apply, please direct your application to jersey.recruitment@stonehagefleming.com where your application will be processed accordingly by our HR team. Thank you.
This job description is a guide to the principal, current duties of the job. It does not form part of the contract of employment.