IT Support Analyst

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. Although this role is based locally, we support users across the globe, working with our counterparts to provide a consistent and valuable service and 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., Primarily responsible for providing first level support through handling incoming queries and help requests from end users, either via ServiceNow or over the phone, using request fulfillment and incident management processes
Excellent adherence to processes and procedures including IT Asset Management and Ticket Management - ensuring our users are updated frequently, tickets are logged, prioritised, categorised and resolved as appropriate
Providing documentation for all calls; creating detailed notes of the problem the user is experiencing in ServiceNow and determining the steps they can take to resolve the issue and manage the flow of incoming support requests and update the knowledge base
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) related to Windows desktop OS, proprietary software, virtual desktop, mobile OS, printers, and other related IT systems or hardware
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 and participate in the development/review of division security processes/procedures under supervision of the service desk management
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 as they arrive
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 and escalating user support requests to higher-level IT support specialists and experts

The ideal candidate will be 'the family IT person!', you know your way around computers and have a good understanding of how they work - you are also fanatical about great customer service.
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.

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences., 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. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.
Why Kinly?
We are experienced: When you join our family you'll be part of a multi-award-winning team made up of the industry's most innovative professionals.
We are proven: The world's leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.
We are independent: We partner with the world's best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.
We are global: You'll be working with alongside the world's leading brands and supporting them on high-profile, international projects.
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. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.

Kinly