Job Description

Job Advert

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:

In

bound 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.