Job Description

About the role

To provide first-line IT support to Monument Group user community, ensuring timely resolution of incidents and service requests in line with defined service levels. The role operates under the direction and supervision of a Senior Service Desk Analyst and contributes to the effective delivery of IT services within the Service Delivery function, while developing technical capability and experience.

Responsibilities

Service Desk Operations

• Provide 1st line support, acting as the initial point of contact for all IT incidents and service requests.
• Perform triage and initial diagnosis, resolving standard issues and escalating appropriately where required.
• Ensure all tickets are logged, categorised, prioritised, and updated in ServiceNow (system of record) in line with ITSM standards.

Incident & Request Management

• Manage assigned incidents and service requests in accordance with SLAs and internal policies.
• Escalate unresolved or complex issues to Senior Service Desk Analysts or 2nd line teams within agreed timeframes.
• Keep end users informed of progress and expected resolution times.

End User Support

• Provide support for standard business applications (e.g. Microsoft 365, Outlook, collaboration tools).
• Support onboarding and offboarding activities strictly in line with approved requests and controls.
• Assist with hardware setup and deployment (laptops, mobiles, peripherals) under supervision.

Asset & Inventory Support

• Support asset management processes by accurately recording issuance, movement, and return of assets.
• Maintain data accuracy in asset registers and stock records.

Continuous Development

• Actively develop technical knowledge and service management skills through structured learning.
• Take direction and feedback from senior team members to improve capability and performance.

Role Boundaries

• Works under supervision for all non-standard or higher-risk activities initially
• All escalations must follow defined escalation paths

Role Requirements

• Basic understanding of IT service management principles (ITIL awareness desirable)
• Strong customer service orientation and communication skills
• Ability to follow structured processes and documented procedures
• Demonstrates accountability, attention to detail, and willingness to learn

Location

Isle of Man

Closing Date

31.07.2026

Equal Opportunities Statement

Monument Group are an equal opportunity employer

Email:

careers@monumentregroup.com