IT Administrator

What’s the role?

Under the direction of the IT Helpdesk Manager, to provide first and second line support to all Gen II Directors and employees to ensure that IT systems are always operational. The role forms a key part of a small but dedicated team committed to providing high levels of customer service to all of Gen II’s global offices across a diverse range of applications and technologies. Opportunities for personal development are offered and encouraged.

What you’ll be doing

Service Delivery

• Defines client needs by listening actively to their requirements and providing basic solutions or escalating clear requirements as appropriate
• Provides first line IT infrastructure support to all Directors and employees of Gen II and, where applicable, to clients, ensuring that all requests for support are logged and dealt with according to set standards and procedures
• Ensures that support issues are escalated to senior IT personnel as and when necessary
• Takes responsibility for the preparation and upkeep of all helpdesk-related documentation through the creation of Knowledge Base Articles.
• When required setup\remove equipment from desks, depending on the team needs.

Infrastructure

• As delegated, provide hardware support and maintenance for all office and desktop hardware
• Maintains basic helpdesk software as instructed and as relevant
• Supports the delivery of all telephony.
• As delegated, set up new user accounts and manages user administration for systems
• Building and configuring laptops.

People Management

• Works closely with all members of the IT team to maintain a strong and cohesive team
• To build the confidence of the business users when dealing with their support requirements
• Deals with suppliers and contractors as and when delegated
• Takes responsibility for own personal development in line with agreed performance objectives

Business Management

• Takes responsibility for monitoring support calls and identifying ‘hot spots’ in relation to IT systems and infrastructure, reporting these to the IT Helpdesk Manager, when relevant
• Generally, supports the IT team in all tasks and responsibilities where possible
• Takes responsibility for own development and identifies training needs if necessary

IT Training

• To support the Gen II EU induction programme

The ideal background for this role:

Qualifications & Experience

• Sound academic background
• Entry level IT Qualification or willingness to study towards
• Previous office experience
• Previous helpdesk experience

Knowledge & Skills

• Good understanding of Microsoft Windows and Microsoft Office
• Knowledge of Microsoft Azure preferable but not essential.
• A basic understanding of the local finance industry and regulatory requirement in which we operate
• Excellent written and verbal English
• A high level of accuracy with good attention to detail
• Organisational skills and the ability to manage conflicting and demanding deadlines
• Appropriate office conduct and attitude to work
• Strong commitment to client service excellence
• Results driven and demonstrates drive
• Competence in carrying out their role and the tasks and duties associated with their role

• Excellent presentation and communication skills, both written and verbal; comfortable communicating at all levels in the organisation.
• Strong leadership, motivation and delegation skills, able to create and build a sense of team spirit.
• Strategic approach, able to balance commercial needs with accounting requirements.
• Curiosity and learning agility in AI including; using available tools for optimization opportunities, embracing AI driven change and being a culture carrier for others

Role Location/Hybrid Schedule

This role is based in our Jersey office. Although the nature of most of the roles within Gen II cannot be classed as totally flexible, there is scope in some cases for a form of Agile Working. The different ways in which Agile Working can be undertaken is dependent on the demands and needs of the business, the office space available and the individual’s preferences and circumstances.