Capita Technology and Software Solutions (TSS) are looking for a Service Desk Analyst to join their Managed Services Health Service Desk team. As a part of the Managed Services Health Service Desk team, the Service Desk Analyst will be the central point of contact for all incidents and Service Requests. The aim of the team is to facilitate the restoration of normal operational service with minimal business/customer impact. The Service Desk Analyst will be providing 1st & 2nd line support for a wide range of software, applications and hardware technologies as well as prioritising high priority incidents. The Service Desk Analyst will be Home Based with normal working hours are 37.5 hours between 8 am and 6 pm (Monday to Friday). The Service Desk Analyst will also provide on-call assistance for 1 week every 4 weeks (shift allowance is provided for the same).

Job title:

Service Desk Analyst

Job Description:

What you’ll be doing:

• providing incident management through incident logging and classification within the ITSM tool;

• providing initial support with the goal of providing a satisfactory first time fix for the Customer

• owning, monitoring, and tracking incidents while maintaining regular communication with the Customer to advise of the progress of Incident resolution

• investigating and diagnosing incidents and providing incident resolution and the restoration of service within agreed SLAs

• re-categorising and closing incidents, and where necessary, following the agreed escalation process

• logging Service Requests, ensuring that correct authorisation has been received and fulfilling Service Requests according to the agreed processes and procedures

• communicating with the Customer and providing the status of outstanding Service Requests

• ensuring that the Service Desk tasks are performed correctly and in a timely manner

• delivering high-quality communications with Customers during service interruptions to their systems

• participating in the Knowledge Management process to document Service Desk processes, procedures, knowledge articles and workarounds

• contributing to the continual improvement of the Service Desk

• liaising with other internal support (e.g. 2nd & 3rd Line Teams, Internal Systems and Consultants) and 3rd party support providers

What we’re looking for:

Essential:

• ITIL V3 Foundation Certificate or experience of working in an ITIL aligned business service environment

• The ability and willingness to participate in shift rota (08:00 – 18:00 Monday – Friday)

• The ability and willingness to serve on-call as a Major Incident Manager, on a 4-week rota basis

• The ability to communicate at both a non-IT (customer) level, and a technical level

• Excellent working knowledge of Microsoft Products, e.g. Windows Server, Active Directory, Office Suites

Desirable:

• 2 MCPs or potential to achieve this level of technical ability

• Experience of using an ITSM tool (Service-Now preferably)

• Capita TSS Organisational awareness and Product Knowledge

• Comfortable working with different levels within the Capita TSS – Managed Services Health Decisions’ team and with our customers

• Ability to liaise effectively with all teams both within Operations and other parts of the organisation

About Capita Technology and Software Solutions (TSS)

Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita’s businesses and clients. We work collaboratively with Capita’s divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita’s clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together 5000+ colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita’s businesses and clients.

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

• Remote working

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.