Service desk Analyst Job at Capita Plc in Nottingham
It’s important to note that most of our sites are now closed and employees are working remotely where they can. Where offices are required to stay open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity.
The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our employees and customers safe during this time.
Service desk Analyst
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 office in Nottingham (currently home-based).
Keen to speak with recent graduates who are wanting that first opportunity to break into the IT industry or candidates that have 6-12 months experience working in an IT Support role. 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 contracts across the UK. 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 or Active Directory or Office 365
Support of desktop applications including MS Office suite
Experience with remote desktop support would be an advantage
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 leave…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.
What we hope you will do next:
Help us find out more about you by completing our short application process – click apply now.
About the Company
Company: Capita Plc
Company Location: Nottingham