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- Tasks: Provide first-level IT support to global users via various channels.
- Company: Kinly is Europe's largest AV and UCC technology integrator, trusted by top organisations.
- Benefits: Enjoy a hybrid working policy, competitive salary, and a vibrant team culture.
- Why this job: Join a dynamic team, solve tech challenges, and make a real impact globally.
- Qualifications: Customer service experience and knowledge of Microsoft products are essential.
- Other info: We celebrate diversity and encourage all applicants to bring their true selves to work.
The predicted salary is between 25000 - 30000 £ per year.
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, serving as a globally trusted technology advisor to leading organisations. 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.
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.
- Excellent adherence to processes and procedures including IT Asset Management and Ticket Management.
- Providing documentation for all calls; creating detailed notes of the problem the user is experiencing in ServiceNow.
- 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).
- 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.
- 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.
- 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.
- 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.
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.
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.
IT Support Analyst employer: Kinly’s Global Services
Contact Detail:
Kinly’s Global Services Recruiting Team
jobs@kinly.com
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst
✨Tip Number 1
Familiarise yourself with the tools and technologies mentioned in the job description, such as ServiceNow, Microsoft Teams, and Windows OS. Having hands-on experience or even a basic understanding of these platforms can give you an edge during the interview.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily relies on effective communication and problem-solving. Consider role-playing common IT support scenarios with a friend to practice your responses and improve your confidence.
✨Tip Number 3
Research Kinly and its services to understand their business model and the specific challenges they face in IT support. This knowledge will help you tailor your answers during the interview and demonstrate your genuine interest in the company.
✨Tip Number 4
Prepare questions to ask during the interview that show your enthusiasm for the role and the company. Inquire about the team dynamics, ongoing training opportunities, or how success is measured in the IT Support Analyst position.
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, customer service, and any specific technologies mentioned in the job description, such as Microsoft products and ITIL practices.
Craft a Strong Cover Letter: In your cover letter, express your passion for IT and your enthusiasm for the role. Mention how your skills align with the responsibilities outlined, particularly your troubleshooting abilities and customer service experience.
Showcase Relevant Certifications: If you have any certifications related to O365, Azure, or Windows, be sure to include them prominently in your application. This will demonstrate your commitment to professional development in the IT field.
Prepare for Potential Questions: Think about common interview questions for IT support roles, such as how you would handle a difficult customer or troubleshoot a specific technical issue. Prepare concise and clear answers that reflect your problem-solving skills.
How to prepare for a job interview at Kinly’s Global Services
✨Know Your Tech
Brush up on your knowledge of Microsoft products, especially Windows 10, 11, and Office 365. Be prepared to discuss your experience with troubleshooting these systems, as well as any relevant certifications you hold.
✨Demonstrate Customer Service Skills
Since this role involves a lot of interaction with users, showcase your customer service experience. Share examples of how you've effectively resolved issues for customers in the past, highlighting your communication skills.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL processes is crucial for this position. Be ready to explain how you've applied ITIL principles in previous roles, particularly in incident management and ticketing systems like ServiceNow.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving abilities. Think of specific examples where you've successfully diagnosed and resolved technical issues, and be ready to walk the interviewer through your thought process.
