IT Support Analyst

Kinly’s Global Services; Kingston upon Thames; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

An established industry player in audio-visual and unified communications solutions is seeking an IT Support Analyst to join their dynamic Global IT Service Desk. This exciting role involves providing first-level technical support to internal users across the globe, utilizing tools like ServiceNow, Webex, and Microsoft Teams. You'll be instrumental in ensuring a seamless IT experience by troubleshooting issues, managing tickets, and supporting a diverse range of IT systems. If you have a passion for IT and exceptional customer service skills, this opportunity offers a chance to grow within a collaborative and innovative environment, making a real impact on global operations.

Benefits

Company benefits

Flexible working hours

Qualifications

• Experience in customer service and IT support roles is essential.
• Knowledge of Microsoft products and troubleshooting skills are crucial.

Responsibilities

• Provide first-level support via ServiceNow and phone for IT queries.
• Document issues and manage ticketing processes effectively.
• Troubleshoot technical issues related to hardware and software.

Skills

Customer service skills

Microsoft products (Windows 10, 11/Office 365, Azure)

Troubleshooting skills

ITIL knowledge

Entry-level certifications (O365/Azure/Windows)

Laptop setup knowledge

Verbal and written communication skills

Passion for IT

Education

Entry-level certifications

ITIL v4 knowledge

Tools

ServiceNow

Webex

Microsoft Teams

Job description

Role: IT Support Analyst

Location: Sunbury (Kinly operates a hybrid working policy allowing for a mix of office and home working)

Salary: £30,000 - £35,000 (Dependent on experience), plus company benefits

Hours: Monday to Friday, 37.5 hours per week (09:00am – 17:30pm) – some flexibility

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

We now have a new opportunity for an intermediate-level IT Services Analyst to join our Global IT Service Desk, to provide support to our internal customers. Although this role is based locally, we support users across the globe, working with our counterparts to provide a consistent and valuable service. You will be supporting our global business by means of face-to-face (desk side) support, via telephone (Webex/Microsoft Teams) and through our ITSM tool (ServiceNow).

The IT Service Desk is a busy and energetic hive of activity and the central point of contact for IT queries for our staff globally.

Key Responsibilities

• Primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via ServiceNow or over the phone, using request fulfillment and incident management processes.
• Excellent adherence to processes and procedures including IT Asset Management and Ticket Management – ensuring our users are updated frequently, tickets are logged, prioritised, categorised and resolved as appropriate.
• Providing documentation for all calls; creating detailed notes of the problem the user is experiencing in ServiceNow and determining the steps they can take to resolve the issue and manage the flow of incoming support requests and update the knowledge base.
• Responsible for providing technical support (remote and desk side), fielding questions from internal end users in an office setting, and troubleshooting technical issues (Tier 1 & 2) related to Windows desktop OS, proprietary software, virtual desktop, mobile OS, printers, and other related IT systems or hardware.
• Providing technical support, isolating, and resolving hardware and software problems involving applications, operating systems, communications infrastructure, or any combination.
• Provision, maintenance, and removal of security privileges for users; reset end-user passwords to various applications and systems and participate in the development/review of division security processes/procedures under supervision of the service desk management.
• Collaborate with the service desk where applicable and provide necessary security/tier 2 support.
• Taking ownership of issues and actively facilitating the resolution of reported incidents/user technical issues as they arrive.
• Devising solutions to problems in simple cases and seeking support with complex cases.
• Fielding network connectivity and server related issues to the appropriate technical teams and escalating user support requests to higher-level IT support specialists and experts.

Skills and experience:

• Experience working in a customer service-based environment.
• Entry-level certifications (O365/Azure/Windows).
• Background within an ITIL environment (ITIL v4).
• Great customer service skills.
• Strong verbal and written communication skills.
• In-depth knowledge and experience working with Microsoft products including Windows 10, 11/Office 365, Azure, Active Directory.
• Excellent troubleshooting skills, with the ability to solve complex incidents and provide effective solutions for our end users.
• Laptop setup knowledge (hardware provisioning).
• Passion for IT, with an enthusiastic and open-minded approach.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email [e-mail] outlining your requirements.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.