Junior Service Delivery Analyst

Reports to Service Desk Manager

At the Aztec Group, we credit our technology as one of the core ingredients to our award-winning solutions. As part of its Five-Year Plan, Aztec has the ambition to be a market-leading alternative fund administrator that provides compelling client experiences, products, services.

The ideal candidate will have eagerness to learn and develop within a fast paced technology environment, the candidate will demonstrate excellent customer service skills, along with a proactive mindset and excellent team work skills to succeed in this role.

These are exciting times across the group with significant growth and technological changes, we are performing an evolution on the Service Desk by utilising the latest and greatest technologies to better enhance the service delivered to the business whilst also providing a ‘high touch, high tech’ service.

This primarily office based role with available flexibility, is based on the global Service Desk team under Service Delivery, in our Radnor office.

Key Responsibilities:

• Deliver first point of contact support for all of the IT services consumed by the business by phone call, Service Request and Incidents raised via self service.
• Utilising the Group’s Service Delivery tool “Ivanti”, provide effective prioritisation and resolution of Service Requests and Incidents for all jurisdictions, with a focus on achieving high resolutions at first contact
• Deploy and maintain all end user hardware and software, and accurately manage the IT asset inventory
• Be able to demonstrate strong teamwork skills whilst also demonstrating the ability to work independently when required
• Build a strong collaborative relationship with business users and gain a good understanding of the business needs that are supported, to support the ‘Follow the Sun’ model
• Perform Service Desk daily checks as and when required
• Maintain quality service delivery by establishing and enforcing standards aligned to the ITIL framework
• Develop strong relationships across the IT department to assist in successful project delivery and knowledge handovers, where required
• Assist in the preparation, deployment, and post-support of office moves / relocations 
• Ongoing personal development, including professional qualifications as agreed with management
• Prepare and maintain procedures and configuration documentation relating to all aspects of the services delivered, including knowledge base articles for end users
• Build effective business relationships with key suppliers and contractors for the IT Service function 
• Identify Continual Service Improvements to aid the day to day works of the business

Skills, Knowledge, Expertise:

• 0-2 years’ of experience within an IT Environment
• Good communication skills
• Excellent telephone manner and team work skills
• Analytical and problem-solving abilities
• Ability to focus under pressure
• Good understanding of the Microsoft Office products
• A positive and proactive approach to service delivery
• Excellent attention to detail
• ITIL foundation certification not essential but an advantage
• Excellent communication and relationship building skills with immediate colleagues and end users
• Travel to other jurisdiction offices may be required

Who Are We?

Aztec Group has come a long way since first opening its doors in Jersey back in 2001. Our size and reach may have changed, but one thing that hasn’t is our identity – we’re proud to be a truly independent, owner-managed business that puts our people and clients at the centre of everything we do.

We understand that everyone will put value on different things and that’s why our employee package includes a variety of benefits. Here are some of the core benefits for all our people:

• •    Competitive salary 
• •    Discretionary bonus scheme
• •    Flexible, hybrid working
• •    Generous holiday allowance
• •    Pension scheme 
• •    Private medical insurance, including eye care
• •    Permanent health insurance
• •    Life assurance (death in service and critical illness benefit)
• •    Worldwide travel insurance
• •    Ability to work abroad for up to 3 weeks per annum
• •    Regular social events
• •    Health and wellbeing programmes
• •    Significant investment into your personal and professional development 

We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.