Job Description:

Work for an amazing company in the heart of Dublin and start progressing your technical career!

Our Service Desk Analysts have gone on to develop careers within Service Management, Technical Engineering and Security. If you want to to join a company that values you and your development – come and join Capita as a Service Desk Analyst!

Our Service desk analysts are technical wizards who support our customers with first time fixes for any IT issues that they encounter. More importantly. We are obsessed with providing an amazing customer service. We want all of our customers to feel we have given them a great technical support experience.

It’s an exciting time to join Capita. We are committed to accelerate and enhance our focus on emerging technologies to ensure our clients benefit from leading digital solutions, artificial intelligence and open data.

As a leading provider of IT and professional Services to some of the leading companies in the UK this is an opportunity for you to progress your career and build knowledge in a leading and forward-thinking organisation.

The role is based in Dublin. We can offer an element of home-based working too!

What you’ll be doing:

·        First point of contact for Capita Customers with technical queries

·        Provide technical diagnosis and resolution

·        Maintain a high level of 1st time fix rates

·        Logging incidents and service requests from customers received via telephone, email and customer portal and process accordingly

·        Avoid service level breaches of tickets

·        Providing an excellent customer service and value to end users

·        Escalation of tickets to resolver groups when required

·        Ensure customers are kept updated on progress of tickets

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

·        Work in accordance to company policies, procedures and standards

·        Maintain awareness of current appropriate technologies used by customers

·        Update and share knowledge gained

·         

What we are looking for:

·        Excellent verbal and written communication

·        Good customer service skills

·        You will have a passion for IT and some technical support experience

·         

About Capita Technology and Software:

Capita is the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We are a leading IT services company that provides cloud based and infrastructure services to public, private and third sector organisations and specialist managed IT services in the education, government, utilities and charities sectors.

We work in partnership with our customers to gain a deep understanding of their organisation and then create a technology strategy to support transformation, drive operational efficiency and reduce costs.  Making IT work better for customers is our ultimate goal.

What’s in it for you?

·        A competitive basic salary + quarterly performance bonus

·        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. 

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.