Desk Side Support Technician

Posted by Guernsey Electricity

Desk Side Support Technician

We are looking for someone to support our Team on a 1-year Fixed Term Contract.  The Desk Side Support Technician works with end-user technologies such as office productivity tools and desktop hardware.  They liaise across all areas of the business and with external service providers to support incidents, problems and requests where remote resolution is not possible. Responsible for answering IT tickets assigned to them and explaining solutions in technical and nontechnical terms. 

Key Responsibilities

  • Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smartphones) related to desktop infrastructure, in accordance with department standards
  • Provides advice and guidance to colleagues regarding incidents
  • Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
  • Responsible for level 2 support and troubleshooting
  • Provides level 3 support for unique and complex problems
  • Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
  • Ensure that work is carried out within agreed service levels and in accordance with department guidelines
  • Create, maintain, and distribute reports of progress to senior leadership
  • Maintain service desk database with up to date solutions and clear record of activities
  • Explain and document technical issues in a clear way to end-users
  • Provide training and advice on standard office productivity tools.
  • Maintains accuracy of IT hardware and software assets to ensure license compliance
  • Responsible for physical installs, moves, adds, change and disposal of hardware assets in line with company procedures and states regulations.
General Responsibilities
  • Engages with the evaluation, development and testing of Business Continuity Plans. 
  • Following Management of Change processes.
  • Assists with preparing business cases, considering options and making clear and cost-effective recommendations.
  • Raises and receipts purchase orders as necessary to support the work of the IT Section.
  • Maintains IT asset inventories as appropriate to ensure proper asset management.
  • Evaluates customer requests or projects; analysing requirements and pertinent technical information; developing and implementing quality, cost-effective solutions.
  • Assists with evaluation and testing of hardware, software and services.
  • Other responsibilities as may be defined in Information Security Policies and Procedures, as authorised by the Information Security Working Group.
  • Keeps professional skills updated and consistent with current information-systems networking technology and desktop workstations.

Skills, Knowledge & Expertise

  • A qualification in a Computing-Related Discipline or relevant experience
  • Self-starter who takes ownership of service delivery issues.
  • Takes an analytical approach to problem-solving
  • Demonstrates Commercial acumen and Business focus
  • Displays good interpersonal skills and the ability to communicate effectively with all end-users at all levels within the business
  • Good knowledge of IT service best practice (ITIL)
  • Broad knowledge of technology standards in end-user computing
  • Extensive knowledge of Microsoft Office applications (O365)
  • MS Certification in Windows Operating Systems desirable
  • Proficiency in other OS technologies (e.g. Unix, IOS)
  • Proficiency in supporting mobile computing devices.
  • A keen interest in emerging technologies 

About Guernsey Electricity

Guernsey Electricity is a leading utility business supplying electricity and associated services to domestic and commercial customers.

It is the sole provider of electrical energy in Guernsey and is wholly owned by the island’s government, combining the importation of electricity with local power generation and distribution. It also undertakes electrical contracting and retailing and is a partner in a joint venture which operates the transmission company connecting the Channel Islands to France. It has a turnover of £55 million and the company has a major capital expenditure programme over the next 5 years in developing and upgrading key parts of its infrastructure. 

Guernsey Electricity employs in the region of 200 staff in a wide range of business areas including Asset Management, Generation, Distribution, Commercial Contracting, Retail, HR, Facilities, Finance, IT, Customer Service and Project Management.