Service Desk Analyst – COX-025429

Join the Government Transformation Services Customer Experience Team as the first point of contact for Isle of Man Government staff who need IT help. There are two posts available, one permanent and one limited-term.

Duties:
- Answer IT support enquiries and record the details in the helpdesk system.
- Troubleshoot common IT problems, reset passwords and provide basic network and account support.
- Prioritise support requests and pass more complex issues to the right technical team.
- Keep customers updated and follow up with colleagues and suppliers.
- Help staff use software and keep service desk procedures up to date.

Essential Skills:
- Experience in a customer-facing role and a helpful, respectful approach, including during difficult conversations.
- Confidence using IT beyond basic tasks and a logical approach to solving problems.
- Clear spoken and written communication, including the ability to explain technical information simply.
- Ability to organise and prioritise several tasks, work under pressure and follow and update written procedures.
- Ability to work with different teams, take responsibility for your work and ask for help when needed.
- Availability to work the service desk rota and complete a satisfactory security clearance check.

Desirable Skills:
- Five GCSEs at grade 4/C or above, including English Language, or equivalent qualifications.
- An ICT or similar qualification.
- Experience with Microsoft Exchange, Active Directory, Microsoft Azure or Office 365, and remote support tools.
- Knowledge of ITIL, a framework for managing IT services, and an understanding of common IT terms.
- Isle of Man Worker status.

The full job description and person specification are available on the Isle of Man Government’s Jobtrain website. To view them and complete your online application, click the APPLY NOW button below.

Salary & benefits

£29,336 - £35,386 per annum

Hours

Full-time – 37 Hours. You’ll work on a rota covering 8 am to 5.30 pm Monday to Thursday and 8 am to 5 pm on Fridays.