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:

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 healthcare customers across NI and 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

Contact Details:
Contact: Contact

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