Overview
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, ensuring a seamless experience for end users and upholding our company Service Level Agreements to contribute to the success of our IT Service Desk Team.
Key Responsibilities
* Provide first‑line technical support to end‑users via phone, email, or in‑person; diagnose and troubleshoot hardware, software, and network‑related issues.
* Log and track incidents and requests in the service desk ticketing system; prioritize and escalate incidents based on urgency and impact.
* Ensure timely completion of all requests, including new starter and leaver management, following documented laptop build processes using Intune and Autopilot.
* Deliver excellent customer service by actively listening to users, empathizing with concerns, and keeping end‑users informed of incident progress and changes.
* Create and maintain detailed documentation of common issues and their resolutions; contribute to the knowledge base.
* Collaborate with other IT teams and Service Providers to resolve complex technical issues; escalate to specialists when necessary.
* Monitor and report on recurring issues to identify root causes and develop proactive solutions.
Experience Required
Education: Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL Foundation qualification is a bonus.
Experience: Previous experience in a service desk or technical support role is essential; 2 years or more is desirable.
Technical, Training & Skill Levels
* 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, basic networking concepts, remote desktop tools, and IT Service Management tools.
Reporting
The ITSDA will report to the IT Service Desk Manager.
Location & Hours
This hybrid role is initially expected to be 5 days per week on site in our Bolton office, moving to a hybrid schedule of 3‑4 days in the office once the team is established.
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