We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.

Working as part of the AMT-SYBEX Support Services team, this role involves providing support to various client organisations using our solutions. 

This is a home based role but ideally candidates will need to be commutable to our Newtownabbey office.

Job title:

Managed Services Support Analyst

Job Description:

What you’ll be doing:

• Logging incidents received directly from end users via phone and email into our Incident Management System.

• Provide Case diagnosis to inform resolution

• Progression and Resolution of Incidents, with escalation to 3rd line support and external 3rd parties including Suppliers if required.

• Proactive application checks & system monitoring

• Ensure customers are kept updated on progress of reported incidents

• Prioritisation and management of workload and tasks, working within contractual Service Level Agreements

What we’re looking for:

• Troubleshooting; ability to analyse and resolve issues.

• Strong communication skills and the ability to converse effectively using technical and non-technical terms

• Excellent customer service skills

• Good technical knowledge of Windows

• Good technical knowledge of Microsoft SQL and Oracle database technology and query tools

• Previous experience of working in a customer facing technical role

• Education: Degree Computer Science (or related).

Any exposure to the following would be highly desirable

• Linux operating systems

• Exposure to development languages such as Java

• Exposure to Windows 365 applications

• ServiceNow Helpdesk system

• ITIL Foundation

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

• Home based role

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.

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.