Capita IT Services are looking for 2 Service Desk Analysts to join their team based in Nottingham or Belfast. The Service Desk Analysts will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. The roles involve ticket logging, processing, fault resolution, remote support and full responsibility for handling, escalations, follow up and customer service. The role will require flexibility to do rotational shifts – 7 AM to 3 PM, 8 AM to 4 PM and 10 AM to 7 PM.

Job title:

Service Desk Analyst

Job Description:

What you’ll be doing:

• being the first point of contact for Capita Customers and providing 1st line diagnosis and resolution

• maintaining 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 while avoid service level breaches of tickets

• providing excellent customer service and value to end users

• escalating tickets to resolver groups when required

• ensuring customers are kept updated on progress of tickets

• prioritising and managing workload and tasks while working within contractual Service Level Agreements

• working in accordance to company policies, procedures and standards

• maintaining awareness of current appropriate technologies used by customers

What we’re looking for:

Essential:

• Experience of working in a customer facing role

• Excellent verbal and written communication and attention to detail

• Flexibility to do rotational shifts

Desirable:

• Experience of using a ticket management system such as BMC Remedy

• Experience in a service desk role

• Experience with and knowledge of Office365, Active Directory, Citrix

• ITIL Foundation accreditation

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.