Service desk Analyst Job at Capita Plc in Nottingham

Job Description

We’re supporting our clients as they adapt to the unprecedented circumstances brought about by COVID-19. We’re currently recruiting for essential roles, which will help our clients deliver vital services for people and businesses at this time. All interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.

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.

Job title:
Service desk Analyst

Job Description:
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.

Free parking.

What we hope you will do next:
Help us find out more about you by completing our short application process – click apply now.


Time Type:
Full time

Contract Type:

About the Company

Company: Capita Plc

Company Location:  Nottingham

Estimated Salary:

About Capita Plc