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- Tasks: Provide first-line IT support, troubleshoot issues, and ensure smooth operations for end-users.
- Company: Join K3 Capital Group, a dynamic company focused on delivering exceptional IT services.
- Benefits: Enjoy a hybrid work model, professional development opportunities, and a collaborative team environment.
- Why this job: Be part of a supportive team, enhance your tech skills, and make a real impact on user experience.
- Qualifications: Bachelor's degree in IT or related field preferred; 2+ years in service desk or technical support required.
- Other info: Initially on-site in Bolton, transitioning to a hybrid model as the team grows.
The predicted salary is between 24000 - 36000 £ per year.
We are seeking an experienced 1st line service desk support analyst to join our newly created internal IT Service Desk team providing 1st Line IT support to our end-users across the K3 Capital Group of companies. The ideal candidate will proactively log and resolve issues and complete requests, ensuring a seamless experience for end users. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team.
In order to succeed in this position, you will have excellent spoken English with the ability to provide technical support to end users who do not want to hear jargon! You will need to be approachable with a can-do attitude, happy to answer questions and support other members of the team, sharing knowledge and expertise to enable them.
The ITSDA will play a crucial role in providing technical assistance and support to end-users, ensuring smooth and efficient operation of their computer systems and applications. The ITSDA will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests and ensuring IT processes and policies are adhered to and escalating more complex problems when necessary whilst delivering exceptional customer service to our internal users.
The ITSDA will provide excellent customer service, solving technical challenges, and contributing to a collaborative IT team.
Key responsibilities:- Technical Support: Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise manner.
- Incident Management: Log and track incidents in the service desk ticketing system. Prioritize and escalate incidents based on urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
- Requests & Starter / Leaver Management: Log and track requests in the service desk ticketing system. Ensure timely completion of requests and ensure that new starters requests are fulfilled in a timely manner including following our documented laptop build process using Intune and Autopilot.
- Customer Service: Deliver excellent customer service by actively listening to users and empathizing with their concerns. Keep end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and support for various applications and technologies.
- Documentation: Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
- Collaboration: Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues to appropriate teams or specialists when necessary.
- Problem Management: Monitor and report on recurring issues to help identify root causes and prevent future incidents. Contribute to the development of proactive solutions to common problems.
The ITSDA will report into the IT Service Desk Manager. Please note that although this is a hybrid role it is initially expected to be 5 days per week on site in our Bolton office, moving to a hybrid 3 to 4 days in the office once the team is established.
Experience required:- Education: Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL foundation qualification would be a bonus.
- Experience: Previous experience in a service desk or technical support role is essential. 2 years’ experience or more is desirable.
- Strong interpersonal and communication skills.
- Patience and the ability to remain calm under pressure.
- Analytical and problem-solving mindset.
- Willingness to learn and adapt to new technologies.
- Proficient in troubleshooting Windows operating system.
- Familiarity with M365, Active Directory, and basic networking concepts.
- Knowledge of remote desktop tools and IT Service Management tools.
Contact Detail:
K3 Capital Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT issues and their solutions, especially those related to Windows operating systems and M365. This will help you answer questions confidently during the interview and demonstrate your technical knowledge.
✨Tip Number 2
Practice your communication skills by explaining technical concepts in simple terms. You might be asked to demonstrate this ability in the interview, so being able to convey complex information clearly is key.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've handled difficult situations or resolved conflicts in previous roles. This will highlight your approachability and can-do attitude, which are essential for this position.
✨Tip Number 4
Research the company culture at K3 Capital Group and be ready to discuss how you can contribute to a collaborative IT team. Understanding their values will help you align your answers with what they are looking for in a candidate.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise your ability to communicate technical information clearly, as this is crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific experiences that demonstrate your problem-solving skills and your approach to delivering excellent customer service.
Showcase Technical Skills: Clearly list your technical skills related to the job description, such as troubleshooting Windows operating systems, familiarity with M365, and any experience with IT Service Management tools. This will help you stand out as a qualified candidate.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in an IT support role.
How to prepare for a job interview at K3 Capital Group Ltd
✨Showcase Your Communication Skills
As an IT Service Desk Analyst, you'll need to communicate effectively with users who may not be tech-savvy. Practice explaining technical concepts in simple terms and demonstrate your ability to listen actively during the interview.
✨Prepare for Technical Questions
Expect questions related to troubleshooting common hardware and software issues, as well as your familiarity with tools like M365 and Active Directory. Brush up on these topics and be ready to provide examples from your past experience.
✨Emphasise Customer Service Experience
This role requires a strong focus on customer service. Be prepared to discuss how you've handled difficult situations with users in the past and how you ensured their concerns were addressed promptly and effectively.
✨Demonstrate Team Collaboration
Collaboration is key in this role. Share examples of how you've worked with other teams or colleagues to resolve issues or improve processes. Highlight your willingness to share knowledge and support your teammates.
