SERVICE DESK OPERATOR

Rawlinson & Hunter Cayman Islands (R&H Cayman) is an independently owned, partner-led professional services firm with over 90 employees in the Cayman Islands. The Firm has been providing a fully integrated range of financial services to both local and international clients for over 50 years. R&H Cayman is a member of the Rawlinson & Hunter international network of professional firms with over 80 years of history and a global network spanning the Cayman Islands, Australia, Bermuda, the British Virgin Islands, New Zealand, Singapore, Switzerland and the United Kingdom. The Firm is recognised globally and locally for delivering trusted, high-quality advice to its clients. At this time, we are inviting applications for the following full-time position.

SERVICE DESK OPERATOR

The successful applicant will be responsible for providing first-line technical support for hardware and software issues, as well as assisting with the installation, configuration, and management of IT hardware and the firm’s Helpdesk Application.

Key responsibilities will include, but are not limited to

• Responding to, troubleshooting, and resolving Helpdesk requests in accordance with the firm’s policies and procedures
• Installing, configuring, and maintaining computer hardware, software, and related equipment
• Creating, maintaining, and improving the Helpdesk Knowledge Base
• Maintaining accurate documentation relating to software, systems, procedures, and common technical issues
• Assisting with user account administration, access requests, and general IT support
• Supporting reporting, data-related, and other technical tasks where required

The successful applicant will work closely with various departments throughout the firm and must therefore possess strong written and verbal communication skills and be comfortable communicating with individuals at all levels of the organization. The applicant should be able to work independently, use their own initiative, maintain a high degree of confidentiality, and be willing to work overtime when required. They must also be willing and able to assist with other IT-related tasks as necessary. The firm is seeking a motivated and ambitious individual who is eager to develop their technical skills and take on increasing responsibility. Appropriate mentoring and training will be provided to support the successful applicant’s development within the role.

Qualifications & Experience

• A degree in Computer Science, Information Technology, Information Systems, or a related field, or relevant industry certifications
• At least two years of relevant work experience in an IT or related technical role would be preferred
• Working knowledge of Microsoft operating systems
• Knowledge or experience in any of the following would be an advantage:

o Basic networking, including network access and connectivity troubleshooting o Remote support tools and remote troubleshooting o Active Directory and Microsoft 365 administration o SharePoint, either on-premises or SharePoint Online o Basic SQL querying and database concepts o Microsoft SQL Server Reporting Services (SSRS) and Visual Studio o Software development concepts and best practices

Benefits

• US$45,000 to US$80,000 per annum, commensurate with the qualifications and experience of the successful applicant. A full package of benefits is also offered including pension, health and life insurance.