Role Summary
This is a team based role in our Guernsey office relating to the provision of various IT related support services to existing Clarity Clients. You will report to the Head of Department and have a primary responsibility for supporting our clients both remotely from our guernsey Office and onsite at their offices if required.
There may be a requirement for you to attend client sites for onsite visits, some of these could be regular visits. If this is the case this will be reviewed with your line manager and an appropriate rota will be mutually agreed.
You will be a member of our Service Delivery Team focused on providing an excellent service to all of our clients. It’s expected that you build and maintain strong working relationships with key business users, colleagues and providers to Clarity.
Key Activities & Responsibilities
Tasks will include;
- Assisting end users with the diagnosis and resolution of desktop, network and server issues. Communicate and manage client expectations – especially around system downtime.
- Confidently respond to incoming support enquiries, log and deal with appropriately, investigate and escalate in accordance with internal support procedures.
- Provide regular feedback and communicate with our clients regarding outstanding support tickets on a regular basis to ensure that they are fully aware of progress.
- Work with the customers to ensure that the product configurations meet their business needs/requirements, adding value to their operation.
- Gain knowledge and understanding of the environments used by our clients.
- Carefully track and document all issues and resolutions in detail and input time correctly and accurately into the Clarity ticketing system.
- Take an active role in the engineering tasks and spend a significant proportion of your time supporting our clients.
- If required, carry out daily health checks and preventative maintenance checks and logging service tickets where required in order that these can be remediated.
- Supporting and providing assistance to the other team members and an escalation of tickets as required with a pragmatic, common sense approach to troubleshooting.
- Provide a good standard of oral and written communication when engaging with clients.
- Ability to create detailed documentation, when required.
- Build and maintain sufficient knowledge of products, services and company philosophy as the role demands.
- Develop and work to best practices for configuration and deployment of new and existing software and hardware.
Additional Responsibilities
- Achieve and maintain relevant qualifications applicable to your role, with a particular focus on relevant Document Management and Microsoft 365 / Azure Certifications. We will expect you to take responsibility for determining your training plan in conjunction with your Head of Department and our Training Manager.
- Excellent time management and organisational skills, and ability to handle multiple concurrent tasks with minimal supervision
- Assisting Clarity staff in completing their duties including support calls, project work, office moves, and general office work as required.
- Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit.
- Willingness to provide support to fellow team members
- Adhere to support procedures and processes
- Provide professional, competent and excellent customer service at all times.
- Be reliable, presentable and polite as they act as the company’s representative both over the phone and at customer sites
- Combine being a team player with being able to work independently
- To maintain excellent relationships with colleagues and customers
- Communicate professionally with colleagues and customers via various channels (email, chat, telephone)
- To adhere to helpdesk procedures and processes, the Company Handbook and Security Management Policies (ISMS)
- Keep information security at the forefront of mind at all times.
Any other duties that fall within the job-holder’s capabilities.
Why Join Clarity?
- Be part of a respected Technology company with a strong reputation for quality and innovation.
- We combine local expertise with global reach to deliver smart, secure, and scalable technology solutions.
- You’ll have the opportunity to work on diverse projects across cloud, cybersecurity, and digital transformation, using the latest technologies and industry best practices.
- Collaborate with experienced professionals in a supportive, team-driven environment.
- We invest in your development through ongoing training, certifications, and mentorship, helping you build a career, not just a job.
- Make a visible impact in a privately owned, agile organisation—your ideas really matter.
- Build a long-term career where you’re encouraged to grow and succeed.
- At Clarity, you’ll find a friendly, flexible environment that supports work-life balance and empowers you to achieve your full potential.
