IT 1st Line Support

Kura provides awardwinning outsourced contact centre solutions across UK and South Africa. Its software subsidiary Inisoft develops advisor desktop solutions with full omnichannel capabilities sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.

We are building a culture that shifts the mindset from focusing on things and stuff to people and behaviour. We call this process Crossing the Bridge. Our Vision is to be Unrivalled in Developing People.

Weve been a market leading provider of outsourced contact centre services and software solutions for a number of the worlds most successful brands for over 20 years.

We now have an excellent opportunity to join our IT department as a Service Desk Analyst. The purpose of this role is to act as a single point of contact for KURA staff clients and vendors providing technical support guidance and end to end ownership of ITIL aligned Service Desk processes (Incident Service Change and Problem Management).

• Control and manage your tickets via the ServiceDesk solution.
• To ensure the relevant call queue is managed efficiently and effectively thereby minimising breaches of coreagreed Service Level Agreements
• To provide technical support to internal customers resolving a high proportion of calls at first point of contact
• To demonstrate excellent customer service (soft) skills always
• To allocate those calls that cannot be fixed at first point of contact to the appropriate support functions within IT thereby facilitating efficient resolution
• Arrange for external support where problems cannot be resolved internally and the appropriate thirdparty agreements are in place.
• Be the touch point for all queries regarding policies procedures and processes governing IT and its relationship with the business.
• Facilitate the practise of and ensure adherence to all policies processes and procedures in place governing service management and delivery
• Proactively demonstrate commitment to the team ethos
• Facilitate building a positive relationship with the customer base
• Take ownership of additional tasks or projects pertaining to improved service management and delivery
• Be an application expert in respect of the call management system
• Assess which support function incoming calls/requests should be allocated to
• Either attempt to resolve an issue or refer it to 2^nd line support given time pressures and the scope to ramifications of. error
• Approve or reject customer requests given the requirements of existing policies e.g. security.
• Escalate (or not) calls to management given their potential impact
• Assess the priority of each call/request as it comes in
• Assess the efficiency of existing processes governing customer interaction with IT.
• Assess the need for new processes governing customer interaction with IT.

• Bonus Pay
• Life Assurance
• Enhanced CSP
• Maternity/Paternity Scheme
• Hybrid Working
• Pension Scheme
• Employee Assistance Programme
• Employee discounts

Essential

• Previous Help/Service Desk experience
• ITSM Service Desk Tool experience
• O365 Experience managing usersgroups.
• Good problem solving and troubleshooting skills.
• Strong communication skills both oral and written
• Friendly approachable and helpful with good customer service skills
• Excellent telephone manner with an understanding of the principles of call management and associated software
• Strong working knowledge of core systems and applications e.g. Operating Systems Windows 10 & 11. Internet Browsers Office Versions 2016 O365.
• Basic understanding of PC hardware setup and configuration
• The ability to work under pressure whilst maintaining quality

Preferred

• Understanding of Active Directory
• ITIL Foundation
• Familiarity with basic networking terminology and concepts.
• A Accreditations

Feel ready to jump in Click Apply Now or contact the team:

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