Kura

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IT 1st Line Support

Job ID
2025-6097
Category
Information Technology
Position Type
Permanent Full-Time
Min
ZAR R12,000.00/Mo.
Max
ZAR R16,000.00/Mo.
Targeted Job Start Date
05/05/2025

Salary

MS Logo Unrivalled

Who we are

Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.

 

We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."

Role Details

 

We’ve been a market leading provider of outsourced contact centre services and software solutions for a number of the world’s most successful brands for over 20 years.

We now have an excellent opportunity to join our IT department as a Service Desk Analyst. The purpose of this role is to act as a single point of contact for KURA staff, clients, and vendors, providing technical support, guidance, and end to end ownership of ITIL aligned Service Desk processes (Incident, Service, Change and Problem Management).

 

  • Control and manage your tickets via the ServiceDesk solution.
  • To ensure the relevant call queue is managed efficiently and effectively thereby minimising breaches of core-agreed Service Level Agreements
  • To provide technical support to internal customers resolving a high proportion of calls at first point of contact
  • To demonstrate excellent customer service (soft) skills always
  • To allocate those calls that cannot be fixed at first point of contact to the appropriate support functions within IT thereby facilitating efficient resolution
  • Arrange for external support where problems cannot be resolved internally, and the appropriate third-party agreements are in place.
  • Be the touch point for all queries regarding policies, procedures and processes governing IT and its relationship with the business.
  • Facilitate the practise of, and ensure adherence to, all policies, processes and procedures in place governing service management and delivery
  • Proactively demonstrate commitment to the team ethos
  • Facilitate building a positive relationship with the customer base
  • Take ownership of additional tasks, or projects, pertaining to improved service management and delivery
  • Be an application expert in respect of the call management system
  • Assess which support function incoming calls/requests should be allocated to
  • Either attempt to resolve an issue or refer it to 2nd line support given time pressures and the scope to ramifications of. error
  • Approve or reject customer requests given the requirements of existing policies e.g., security.
  • Escalate (or not) calls to management given their potential impact
  • Assess the priority of each call/request as it comes in
  • Assess the efficiency of existing processes governing customer interaction with IT.
  • Assess the need for new processes governing customer interaction with IT.

 

Benefits

 

  • Bonus Pay
  • Life Assurance 
  • Enhanced CSP
  • Maternity/Paternity Scheme
  • Hybrid Working
  • Pension Scheme
  • Employee Assistance Programme
  • Employee discounts

Requirements

Essential

 

  • Previous Help/Service Desk experience
  • ITSM Service Desk Tool experience
  • O365 Experience – managing users\groups.
  • Good problem solving and troubleshooting skills.
  • Strong communication skills, both oral and written
  • Friendly, approachable, and helpful with good customer service skills
  • Excellent telephone manner with an understanding of the principles of call management and associated software
  • Strong working knowledge of core systems and applications e.g., Operating Systems - Windows 10 & 11. Internet Browsers, Office Versions 2016 –O365.
  • Basic understanding of PC hardware set-up and configuration
  • The ability to work under pressure whilst maintaining quality

 

 

Preferred

 

  • Understanding of Active Directory
  • ITIL Foundation
  • Familiarity with basic networking terminology and concepts.
  • A+ Accreditations

Next steps

Feel ready to jump in? Click Apply Now or contact the team:

  • Email us: careers@wearekura.com

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