IT Service Desk Technician – Level 1

About the role

The IT Service Desk Technician – Level 1 will join Kepler’s growing IT team in London, providing first‑line support to users across multiple global locations. You will be the front‑line facilitator that keeps laptops, desk equipment and network resources running smoothly, while looking for ways to improve the overall support experience.

Key responsibilities

• Deliver L1/L2 technical support for applications, operating systems and hardware to users in London, Paris and other international offices.
• Manage and maintain the laptop inventory for the London and Paris sites, ensuring devices are configured, updated and ready for use.
• Keep desk‑side equipment functional, tidy and properly documented.
• Identify and propose process improvements that increase efficiency and user satisfaction.
• Collaborate with senior IT team members, sharing workload and escalating issues as needed.
• Support on‑site audio‑visual and networking equipment, as well as business platforms.

Required profile

• Demonstrated experience in an IT service desk or help‑desk environment, preferably handling L1/L2 tickets.
• Ability to provide clear, friendly communication with users of varying technical backgrounds.
• Proactive attitude with examples of measurable improvements in previous roles.
• Willingness to work on‑site in London several days a week and occasional travel to Paris.

Required skills

• Technical troubleshooting of Windows/macOS operating systems.
• Hardware diagnostics and repair for laptops and desktop computers.
• Basic networking knowledge (e.g., Wi‑Fi, Ethernet).
• Familiarity with inventory management tools.

What we offer

• Competitive salary and transparent bonus structure.
• Clear career progression within a fast‑growing media agency.
• Hybrid working model with a mix of office and remote days.
• Access to continuous learning, mentorship and industry‑leading technologies.
• Social events, team outings and a supportive company culture.