Service Desk Analyst

Are you passionate about technology and customer service? Do you thrive in fast-paced environments where no two days are the same?

We’re looking for a Service Desk Analyst to deliver outstanding 1st line support across our managed service portfolio, ensuring our clients receive seamless IT experiences and SLA commitments are consistently met.

Role Purpose

As a Service Desk Analyst, you’ll be at the heart of our operations, supporting client infrastructure, desktops, and applications. You’ll troubleshoot issues, monitor alerts, and proactively resolve problems to keep businesses running smoothly.

Key Responsibilities

• Ticket Management: Interrogate the Service Desk system daily, ensuring queries are resolved or escalated within SLA timescales.
• ITIL Best Practice: Deliver timely resolutions or escalations in line with industry standards.
• Customer Support: Respond to calls and emails, providing clear communication and effective solutions.
• Installations & Configurations: Set up and maintain workstation hardware, software, peripherals, cabling, and networking products.
• Troubleshooting: Diagnose and resolve hardware, software, and access issues.

What We’re Looking For

• Education/Certifications: Microsoft technologies, ITIL Foundation
• Experience: Minimum 1 year on an IT service desk, with desktop, networking, and server exposure

Skills :

• Excellent communication (oral & written)
• Ability to prioritise under pressure
• Strong technical knowledge across Microsoft, VMware, Cloud, WAN/LAN networking
• Solid understanding of PC hardware, operating systems, and networking fundamentals
• Knowledge of “Follow Me” and “Secure” print technologies (advantageous)

What we can offer you

• 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time employees is a pro rata equivalent.
• The ability to Buy and Sell holiday (up to 5 days per year)
• A Volunteer Day
• Life Assurance (4 x base salary)
• Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.
• Company sick pay (1 week after 6-month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
• Employee Assistance Programme
• Coaching and Mentoring
• Cycle2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
• Access to additional discounts / perks
• 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.