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Jobs in Bermuda
Carey Olsen Bermuda Limited is hiring a

L1 Service Desk Analyst

Deadline: 3 days
Permanent
Full-time
We are seeking an individual to join the Technology team in our Bermuda office, to be the first point of contact for all technology issues and queries, and to provide a high level of customer service to all staff within Carey Olsen. The Level 1 Service Desk Analyst will attempt to fix technical issues that are raised through helpdesk or escalate to Level 2 Service Desk Analysts providing all required information. Principal duties will include: - Provide an excellent level of customer service to callers, and act as an ambassador for the Technology department in all dealings with customers by providing them with appropriate support responses and friendly communication - Ensure that all requests are logged and managed to meet our standards in the Service Desk system - Ensure cases are responded to within agreed service levels (SLAs) - Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices - Facilitate or coordinate a smooth flow of information regarding escalated incidents to management - Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner - Adhere to all technology processes such as incident management, problem management and change management - Ensure all relevant technology records are updated whenever appropriate, e.g. asset database - Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQs, and self-help guides - Support the roll-out of new applications and infrastructure - Manage and administer data management tasks such as imports/data extracts/reconciliations/report production - Continually enhance skills and build knowledge in all aspects of the organisation, the business and information systems - Update and maintain support documentation such as the Knowledgebase.

Requirements

Previous experience in a first line support desk role is required. Process and technical training will be provided as part of this role. Being able to evidence a keen interest in technology as well as a background in customer services is preferred. Knowledge of Microsoft Windows & Office and ability to digest and communicate technical data in business-understandable terms are beneficial.

Salary

$70000 - 80000

Benefits

Not specified
Carey Olsen Bermuda Limited
Carey Olsen Bermuda Limited
Rosebank, 5th Floor, 11 Bermudiana Road , Pembroke, Bermuda [BM]
Nov 9, 2025

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