What you’ll be doing:

• taking ownership and responsibility of queries, incidents and service requests, changes assigned to the Desktop support queues and following departmental and Capita procedures for fault resolution.

• completing approved work requests accurately within the agreed SLA – targeting to consistently resolve 95%+ calls within SLA, aiming for 98%

• performing administration of software distribution, patch management, desktop security and remote support tools and utilities

• testing, evaluating and deploying service packs/patches to the desktop environment in conjunction with other IT support teams

• installing, configuring and ensuring the on-going usability of desktop computers, peripheral equipment and software

• performing general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment

• providing user data and application recovery

• using diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software

• familiarising users on basic software, hardware and peripheral device operation

• working with vendor support contacts to resolve technical issues within the desktop environment

• escalating issues to the relevant person/team, when appropriate, in order to resolve issues within SLA

• performing work in compliance within specified warranty requirements and liaising with warranty suppliers to effect warranty repairs

• purchasing authorised hardware and software through the Capita ordering system while adhering to the purchasing procedures

What we’re looking for:

• Experience in Service Desk/Customer Service roles

• Experience with planning and implementation of Windows 7, 10 deployments/migrations

• Experience with providing remote support and troubleshooting

• Experience with SLA management, metrics and reporting

• Experience with incident, problem, change, service request and major incident management processes

• Experience of working to an ITIL framework

• Experience with Desktop/Laptop recovery and hardware maintenance

• Good understanding of IT infrastructure solutions

• Ideally, experience with Microsoft Office 2007, Office 2010, Office 2013 MSI, Office 365 2013+ via click to run.

• Ideally, experience with Endpoint security – encryption and USB

• Ideally, experience with Microsoft and propriety packaging formats (MSI, WinInstall, Wise)

• Ideally, experience with configuration and implementation of software distribution and build management

About Capita IT Services

At Capita IT Services, we’re connecting people to the services they need the most, from application and service management, to data-centre and cloud capabilities. We’re delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future.

What’s in it for you?

• A competitive basic salary

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

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.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

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. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.