Customer Service Desk Analyst
Location: KAPPTURE House, Outrams Wharf, Derby DE21 5EL Salary: £25,000 per annum Hours: Full time
Are your ready to start your IT Customer Support career?
Our client, Kappture, is an award-winning technology company which develops and builds robust hospitality technology solutions in-house for large event organisers and demanding businesses worldwide. They are now looking to recruit a Customer Service Desk Analyst to join their growing team.
What you’ll do:
- Inbound Call Handling: Answer incoming calls promptly and professionally, providing support for various IT-related issues.
- Initial Triage and Troubleshooting: Perform initial triage and troubleshooting of reported issues, identifying and diagnosing common technical problems.
- Attempt Resolution: Resolve simple technical issues on the first contact by applying known solutions or following established procedures.
- Device Reboot: Perform device reboots at an individual level (not site-wide) to resolve technical issues when necessary.
- Escalation to 2nd Line: Escalate more complex issues that cannot be resolved at the 1st Line level to the 2nd Line team for further investigation and resolution.
- Database Builds: Assist with database builds as required, ensuring proper configuration and functionality.
- Managed Services Tasks: Support managed services tasks, including importing products, members, prices, and layouts for various products.
- Log Retrieval: Retrieve system logs and provide them for analysis or troubleshooting purposes.
- Third-Party Support Logging: Log incidents and issues with third-party support services and follow up to ensure resolution.
What you’ll need:
Kappture understands that at the start of your IT career, you may not have many technical skills; this doesn’t matter. If you have a working knowledge of the MS Office suite, Kappture will provide you with the training you need to get up to speed with its own technical operations.
What it really wants is someone who has worked in a customer service environment and understands what it means to strive for excellence in that area.
In order to succeed in this role, you will be able to express information and ideas verbally and in writing in a manner that is appropriate, concise and accurate. You will be able to recognise your role in a team reaching its objectives and participate fully in their achievement. You will be someone who is constantly striving to achieve the highest standards of personal performance and understand what that means in a performance driven environment. Finally, you will be able to demonstrate that you have a history of pro-actively managing problems and workloads to ensure that customer expectations and deadline are met.
If you have worked with incident/ticketing systems this would be ideal, but its not essential.
If you believe you can display these behaviours we want to hear from you.
The recruitment process for this role consists of two stages, an initial telephone call with HRCentral followed by a Teams interview with the Customer Service Desk Manager at Kappture. However, please note that owing to the Christmas break your application may not be reviewed until after 5 January 2026.
No agents please.
HRCentral is an award-winning Human Resources Consultancy offering outsourced HR and recruitment to our clients, we partner with our client’s decision-makers to ensure they are considered as employers of choice. We are based from our lovely offices in Goring on Thames.
As CIPD qualified HR professionals we understand these issues and then choose and design the most impactful HR interventions and bespoke documentation to ensure legal compliance and best practice. We are customer-focused professionals looking for like-minded people to join our team.
Our clients range from Hollywood actors’ private houses – to household names and specialist engineering organisations. We love what we do, and are passionate about customer service, if you are fed up with the same old corporate issues and seek variety in an environment where you can not help but learn, call us.
We are proud to be Platinum Breathe partners too!
REF-225 686