The Tannochside Network Operations Centre (NOC) are looking for a Service Desk Analyst to supplement an existing 24/7 Service Desk Shift team, working a 4 on/4 off shift cycle. The successful candidate will be working alongside the both Network Engineering and Service Delivery Teams to deliver best in class service across multiple Public and Private Sector clients. The ideal candidate will need to be able to resolve technical issues as well as delivering excellent customer service.

Job title:

24/7 NOC Service Desk Analyst

Job Description:

The Tannochside Network Operations Centre (NOC) are looking for a Service Desk Analyst to supplement an existing 24/7 Service Desk Shift team, working a 4 on/4 off shift cycle. The successful candidate will be working alongside the both Network Engineering and Service Delivery Teams to deliver best in class service across multiple Public and Private Sector clients. The ideal candidate will need to be able to resolve technical issues as well as delivering excellent customer service.

Key Responsibilities:

• Be the first point of contact for our customers when they log a fault via the phone or email
• Log all incidents in the IT Service Management Tool (Remedy), ensuring appropriate and consistent detail is captured and updated throughout the incident lifecycle
• Ensure incidents are logged and managed in line with contractual obligations and adhere to company policies and procedures
• Investigate technical issues and implement documented and approved resolutions to ensure our clients receive best in class service
• Ensure the customer is kept informed of the progress of the incident/service request and the system is kept updated regularly
• Follow escalation processes to ensure incidents are assigned to the relevant team/individual and are resolved in an efficient and timely manner
• Configure and troubleshoot faults across a variety of technologies particularly switches, routers, Dslams and modems (Cisco and Adtran)
• Log, manage and escalate where required circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers’ systems
• Provide support and carry out remote configurations and link checks for our field engineers
• Actively monitor the networks using our Network Management Platform (Solarwinds)
• Identify areas of own knowledge for inclusion in knowledgebase to assist others with resolution of incidents

Skills & Experience:

• Experience working within a professional and busy IT Service Desk
• Excellent customer service skills, telephone manner and written communication skills
• Ability to remain calm under pressure
• Ability to work with people at all levels, and an excellent team member
• Working experience and understanding of ITIL processes and procedures
• Excellent troubleshooting skills
• Exposure to a wide variety of technologies, ideally Cisco Routing and Switching

About us;

Capita Network Solutions connect people. We design, build, operate and optimise every form of network service – from Internet to WAN, from LAN to Cloud – with the capability to deliver locally, nationally and globally. Our strategic partnerships with major UK telecoms providers mean we can deliver network coverage across the whole UK. We also have a customer engagement team to keep people online, and a cyber security teams to keep people safe online. With our partner business, Capita IT Services, we’re able to offer an exceptional, scalable range of capabilities - be it within a company’s own network or in the cloud; consultancy or implementation; managed service or full business outsource

What we hope you’ll do next: 

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.