1st Line Service Desk Analyst

Company Overview
Kappture is an award-winning technology company, dedicated to crafting innovative, robust hospitality solutions for large-scale events, stadiums, education, and a variety of businesses.

Our mission is to help our clients create unforgettable digital experiences for their customers -whether it's simplifying transactions at a bustling stadium or enhancing engagement at a live event. We live and breathe in a world where mobile-first, seamless interactions are essential, providing technology that ensures every moment - online or offline - is as smooth as it is secure. With our integrated payment solutions and cutting-edge platforms, we ensure that our clients can deliver experiences that delight, inspire, and connect.

Role Purpose
The 1st Line Service Desk Analyst will act as the first point of contact for the service desk. Supporting customers remotely, troubleshooting and diagnosing technical faults relating to hardware and software, and providing technical assistance to people seeking help with our EPOS and payment solutions, are some of the tasks you will undertake.

You will be expected to focus on providing the highest level of service to our users. During the incident resolution process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers. You will work as a member of a high performing team and will continually strive to improve processes and provide service excellence to the Kappture user base.

Key Responsibilities

• 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.

Experience
Experience, Qualifications and Skills

• Experience in a technical support team, including working with incident/ticket management systems to raise, track, and resolve support-related issues.
• Strong organisational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Knowledge and/or experience working in an ITIL environment.
• Previous experience of working with Enterprise Customers.

Education/

Qualifications

• A Level 3 Qualification in IT (A-Level / BTEC or equivalent)
• ITIL Foundation (Desirable)

Skills/Capability

• Excellent communication skills, both written and verbal
• Analytical and customer focused approach
• Ability to work pro-actively and to tight deadlines
• Working within and achieving in a performance driven environment
• Being able to work as part of a team
• Experience of MS O365

Why Join Us
At Kappture, we foster a culture of creativity, collaboration, and inclusivity. We value the unique perspectives and contributions each person brings to the table, and we encourage you to dream big, speak up, and make your mark. Your growth is our growth, and we're committed to offering you every opportunity to expand your skills, ignite new ideas, and evolve your career.

We're here to help you succeed- not just in your role, but as a valued member of our team.

Benefits
Right now, we provide the essentials like 25 days statutory holiday plus recognised public holidays as well as pension contributions, but we're in the process of reviewing and expanding these to include more comprehensive perks.

Our goal is to offer benefits that truly reflect the needs of our team and by joining us now, you'll have the chance to help shape the future of our benefits as we grow and evolve as a company.

Reports to
Service Desk Manager

Location
Derby

About Us
KAPPTURE is a market-leading private equity-backed B2B technology company. With our roots firmly in the Stadia and sports market, we enhance fan experiences with our always-on technology solutions. We are also valued partners of leading Contract Catering companies and Higher Education establishments, where we drive efficiency and maximise revenue generation for our customers.

At Kappture, we foster a culture of creativity, collaboration, and inclusivity. We value the unique perspectives and contributions each person brings to the table, and we encourage you to dream big, speak up, and make your mark. Your growth is our growth, and we're committed to offering you every opportunity to expand your skills, ignite new ideas, and evolve your career. We're here to help you succeed- not just in your role, but as a valued member of our team.