Service Desk Analyst x2

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

Becoming a Service Desk Analyst with Capita Technology Solutions:

Capita Technology Solutions now have multiple opportunities available to join our Service Desk team based at our Centre of Excellence in Newtownabbey (currently home-based).

Keen to speak with recent graduates who are wanting that first opportunity to break into the IT industry or candidates that are coming from a Customer Service background with an interest in Information Technology. Full training will be provided on our products and customers.

As a Service Desk Analyst, you will provide the first line of support for incident investigation and resolution for Capita's Public Sector customers across GB. You will provide remote ticket logging, technical support and ticket resolution to a range of internal and external customers, responsible for handling, escalations, follow up and customer service.

What You Will Do:

First point of contact for Capita Customers
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
Avoid service level breaches of tickets
To provide 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

Knowledge/ Experience Required:

Excellent verbal and written communication
Experience of call logging software e.g. Remedy
Knowledge of Windows Server and Desktop operating systems
6-12 months experience working with Microsoft Exchange and Active Directory
Support of desktop applications including MS Office suite
Experience with remote desktop support would be an advantage
Awareness of ITIL framework

About Capita Technology Solutions:

Capita Technology Solutions: We're a leading digital infrastructure provider, trusted by thousands of public and private sector enterprises across the UK. Our team of over 4,000 people includes 1,000 technical specialists and 250 highly qualified field engineers, providing onsite support to our customers. Customers are also supported by our service desks in Coventry, Belfast and Pune, offering full-service management and support 24/7. We have top tier partnerships with, and accreditations from, leading technology vendors, including Microsoft, Cisco, DellEMC, AWS and HPE.

Capita Technology Solutions are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. We believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What's in it for you?

A competitive basic salary
23 days Holiday, increasing to 27 with time.
Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leaveā€¦and plenty more
Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
A flexible working environment.
Free parking.

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 will do next:
Help us find out more about you by completing our short application process - click apply now

Contact Details:
Contact: Contact

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