Technical Support Analyst

Division:
Technology and Data

Technology & Data plays a critical role in enabling the organisation to deliver effective, risk‑based regulations. The division provides secure, reliable infrastructure, data and applications that support high levels of user productivity, industry engagement and operational efficiency.

Within Technology & Data, Infrastructure Operations works closely with Service Desk, Development, Data, Application Support and Cyber Security to deliver modern, resilient and compliant technology services.

This is an exciting opportunity to progress a career in a Technology & Data Team for someone who is passionate about technology and customer service. The successful candidate will join the JFSC at a key stage in its development, as it seeks to play an enhanced role in the continued success of Jersey as a highly regarded International Financial Centre. The candidate will deliver the following outcomes:

• Play a leading role in managing Service desk tickets, engaging with stakeholders and delivering service excellence.
• Support the relationship with Managed Service providers to ensure efficient service delivery of 1 line support to JFSC staff through timely and efficient resolution of tickets.
• Identify trends in service requests supporting reduced tickets and improved customer experience.
• Building user confidence and ability to self-help through training and production of user guides and FAQs.
• Actively support the wider team by developing knowledge of all business applications and related end user desktop troubleshooting techniques.
• Provide end user hybrid desktop through daily user interactions and service requests and technical improvements or guidance.
• Act as a bridge between technical team escalations and end-users, providing exceptional support and driving continuous improvement to enhance system efficiency and user experience.
• Contribute to knowledge sharing with T&D team members enabling an overall improved support capability to the organisation.

• Facilitate increased productivity and value for money across business functions by delivering excellent onsite and remote support evidenced by positive user feedback and SLA based reporting.
• Continual service improvement of IT support processes including staff onboarding, enhanced service delivery and developing the support knowledge base.
• Develop good working relationships with staff and business partners to support in depth understanding of end user day to day challenges where IT support and guidance will add value.

• End user satisfaction with technology interactions and reliability of systems they depend upon.
• Prompt resolution of issues, downward trend of support tickets and minimal backlogs of support requests.
• Continuous enhancement of service desk processes, to increase efficiency and effectiveness.

An excellent opportunity to work within a dynamic technology team and develop a range of technical and interpersonal skills. You will gain hands‑on experience, receive comprehensive training, and have the chance to work alongside experienced professionals who are passionate about technology and business solutions.