2nd Line IT Support Analyst

Job title: Service Desk Analyst – Application Support

About the role

We are looking for a Service Desk Analyst – Application Support to join ICT Service Desk Operations. The role involves receiving, logging and managing technical software queries and requests, providing technical support remotely or at customer sites, and working to agreed Service Level Agreements.

Main duties

• Handle technical queries relating to software solutions and respond to customer calls and emails.
• Log, manage and resolve incidents through service management systems, escalating to the appropriate resolver group where required.
• Keep customers informed of ticket progress and ensure agreed service levels are met.
• Provide Level 2 incident resolution and support.
• Carry out patching, maintenance and customer environment upgrades, including out-of-hours work when required.
• Maintain tools, knowledge bases and customer documentation.
• Liaise with field engineers and other Technical Service departments.
• Identify and report opportunities for service improvement.
• Support customer experience, satisfaction and retention.

Experience and knowledge

• Service Desk experience is essential.
• At least two years' proven experience in an IT desktop support environment.
• Excellent customer handling and communication skills, including the ability to explain technical information to varied audiences.
• Solid technical knowledge of IT systems, databases and networks.
• WAN/LAN/networking skills.
• Knowledge of cloud platforms, VMware and Azure.
• Office 365 troubleshooting experience.
• Good knowledge of Excel.
• Good technical knowledge of multifunctional and printer products.
• Familiarity with Document Solutions or Content Services platforms such as Papercut, MyQ and Optimidoc is highly desirable.
• Knowledge of Kyocera devices is advantageous.
• ITIL Foundation, Microsoft, Azure, VMware and networking certifications are listed within the role competencies.
• The successful candidate will be required to pass BS7858 security vetting.

Why join us?

• Competitive Salary
• 25 days holiday
• The ability to Buy and Sell holiday
• A Volunteer Day
• Life Assurance (4 x base salary)
• Pension Scheme
• Employee Assistance Programme
• Coaching and Mentoring
• EyeCare - Access to money off for glasses and sight test
• Flu Jab
• Eligibility for Costco Membership

Values

The values that underpin the Kyocera Group are the 5 C's- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

Equality and Diversity Statement

Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.

Recruitment Agencies

Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.