Service Desk Technician - Ports of Jersey

Company Name:	Ports of Jersey
Contract Type:	Fixed Term
Role Type:	Full-Time
Employment Type:	Entitled, Entitled for work
Contact:	[email protected]
Closing Date:	Friday 11th July 2025

We’re looking for an enthusiastic Service Desk Technician to join our IT team on a 12 Month Fixed Contract.Ports of Jersey is a diverse business with lots of unique locations and environments. We have equipment in offices, lighthouses, piers, runways and everything in-between, so you will experience our island landmarks from a different perspective.

The IT Service Desk Technician serves as the first point of contact for customers seeking technical assistance over the phone or email and within the Service Desk System. They perform remote troubleshooting through diagnostic techniques and pertinent questions.

Their primary goal is to determine the best solution based on the issue and details provided by the customer, aiming to resolve technical problems quickly and effectively.

Technicians also guide users through step-by-step solutions, clearly communicate technical instructions, and escalate unresolved issues to the next level of support personnel.Additionally, they contribute to business efficiency by maintaining a high degree of customer service for all support queries and adhering to all service management principles.

Key Responsibilities

Support the Service Desk team and Service Desk Supervisor with maintenance and support of all customer hardware, including desktops, laptops, tablets, mobile devices, customer-based peripherals and data storage devices.
Work as a member of the Service Desk function, ensuring it is always staffed during core business hours (08:30- 17:00 Monday to Friday).
Must ensure that service levels are met, and that customers are kept fully informed of the status of their requests/ incidents and must escalate to senior posts if this is not achievable.
Diagnose incidents reported at Level 1 and Level 2 and implement solutions. Escalate to Level 3 and suppliers when required.
Respond to customer requests and ensure prompt delivery where possible.
Support, maintain and ongoing development of the internal Ports line of business systems.
Record all support and maintenance information in the service desk system in a timely manner to aid reporting and timely customer responses and produce reports to monitor service levels against agreed criteria.

Skills, Knowledge and Expertise

Good communication skills with the ability to communicate technical information to people at all levels.
Can work independently as well as part of a team, including working successfully to deadlines.
Work with minimal supervision, and occasionally on own initiative.
An ability to act decisively, calmly and positively when under pressure.
Experience in a helpdesk/ service desk function.
The post holder must have a good understanding of Customer systems and hardware, and the service desk function.
Driving Licence
Work positively and communicates professionally across teams to make an effective contribution to team tasks and team spirit.
Adaptable and flexible to an ever-changing environment.
The ability to meet and strive to exceed Customer Service by producing quality work and service.
A professional or relevant IT qualification e.g. CompTIA A+, Microsoft Fundamentals Certification etc.

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Service Desk Technician – Ports of Jersey