Service Desk Analyst

Job Category:
Analyst (Business/Systems)
Job Type:
Level of IT Experience:
5-10 Years
North Ireland
Salary Description:
Competitive salary offered
Job Ref:

Job Title: Customer Service Centre Support - Service Desk Analyst

Location: Hillview House, Belfast, BT36 7LQ

Shift: Rotational Shift between 7am-7pm Monday - Friday

Start Date: Various

Salary: £17,000

Job Description:

The 1st Line Support Analyst will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. The role will involve processing, fault resolution, remote support and full responsibility for handling escalations & follow ups. This role would be ideal for a recent graduate looking for their first IT role. 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, robotics, open data and Internet of Things. 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.

About Capita | IT Services

Capita IT Services is part of Capita plc, 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 you will do:

Provide 1st Line 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
To provide an excellent customer service and value to end users
Escalation of tickets to resolver groups when required
Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
Work in accordance to company policies, procedures and standards


You will have a passion for IT
Previous experience of using a ticket management system, 1st or 2nd line support
Proven working experience within a 1st line/service desk position AND/OR educated to a degree level within a relevant IT subject (desirable)
Excellent verbal and written communication
Good customer service skills
Excellent Phone Manner
Problem solving ability

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

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Contact Details:
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