Monitors network administration and maintenance operations; resolves network incidents to ensure the smooth-running of the network operation center.

Job title:

NOC/SD (1st Line) 24x7 Analyst

Job Description:

Capita are looking for a 24/7 Service Desk Analyst to work in the Network Operations centre for TFL - based in West Malling.

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.

The successful candidate will be a member of a 24/7 Shift Team, responsible for efficiently and effectively resolving networking incidents and problems, maintaining client satisfaction whilst complying with Capita Network Services policies, procedures and best practices. You will be working alongside both Network Engineering and Service Delivery Teams to deliver best in class service across a critical client base. The ideal candidate will need to be able to provide technical support as well as delivering excellent customer service.

Key Responsibilities:

• Be the first point of escalation for customer generated calls  
• Log faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
• Work within strict SLA’s to provide our customers with a timely resolution.
• Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
• Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
• Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
• Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers’ systems.
• Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
• Provide support and carry out remote configurations and link checks for our field engineers

Required Skills/ Experience:

The successful candidate should have, or be working towards, Cisco CCNA qualification (or equivalent) and will have experience of the following;

• Proven customer service/helpdesk/NOC experience
• Excellent communication skills
• Experience working in an ITIL environment and adhering to strict SLA’s

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’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.

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.

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.