The Support Desk Engineer is an engineer within a group of personnel working to provide support to users of existing Services in order to:-

• Record and track Incidents.

• Keep customers informed of Incident status and progress.

• Make an initial assessment of Incidents attempting to resolve them or refer them to someone who can based on the agreed SLA targets.

• Monitor and escalation agreements according to SLA (jeopardy)

•  Manage the Incident lifecycle.

• Coordinating 2nd and 3rd party support groups.

• Provide management information through Incident records.

• Contributing to problem identification.

The role requires that the candidate can drive (full UK driving license) and is eligible to be security cleared to SC level.  They will be based at Methuen Park Chippenham and work in the secure room with approx. 60 engineers. The Support Desk Engineer shall follow ISO 20000 best practice processes.

What you’ll be doing:

• You will be required to support incident, change, release and problem Management activities.

• Will remain at their post and be contactable via telephone during working hours and retain access to the Incident management toolset.

• Will perform part of the out of hours support function on a rota basis and will need to be available by phone and pager when performing this task.

• May be required to attend site at the help desk at Chippenham out of hours when on call to assist with the resolution of incidents using the help desk tools.

• Will remain polite, courteous and professional at all times.

• Will comply with all local health and safety rules and any other local regulations in place.

What we’re looking for; an interest in:

• Hardware test and Measurement

• Windows XP Professional

• IP/Data Comms

• Customer Facing Telephone Skills

• Windows 2000

• IP Networking

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.

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.