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- Tasks: Be the first point of contact for customers, resolving IT issues and providing remote assistance.
- Company: Join Capita, a leading provider of technology solutions and customer service.
- Benefits: Enjoy a full-time permanent role with opportunities for growth and development.
- Why this job: Gain hands-on experience in IT support while making a real impact on customer satisfaction.
- Qualifications: No prior experience needed; just a passion for tech and helping others!
- Other info: Work from Newtownabbey and be part of a dynamic team focused on innovation.
The predicted salary is between 24000 - 36000 £ per year.
Provide the first line of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.
Job title:
Service Desk Analyst
Job Description:
First point of contact for Capita Customers, providing 1st Line diagnosis and resolutionLogging incidents and service requests from customers received via telephone, email, chat and customer portal (DWP), and process accordinglyProviding remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT to diagnose complicated windows related issues and find out the root cause. Ability to guide users with simple, step-by-step instructions where remote access is not to perform remote troubleshooting and provide clear instructions to end usersEscalate issues to the relevant person/team, when appropriate to resolve issues within SLA. Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of ticketsHelp create technical documentation and manualsAbility to direct unresolved issues to the next level of support personnel
Location:
Newtownabbey
,
United Kingdom
Time Type:
Full time
Contract Type:
Permanent
Service Desk Analyst employer: Capita resourcing
Contact Detail:
Capita resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT issues and their resolutions, especially those related to Windows systems. This knowledge will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Practice your customer service skills by role-playing scenarios where you handle difficult customers or technical issues. Being able to showcase your communication skills can set you apart from other candidates.
✨Tip Number 3
Research the company culture at StudySmarter and be prepared to discuss how your values align with theirs. Showing that you understand and fit into their work environment can make a positive impression.
✨Tip Number 4
Prepare questions to ask during the interview about the tools and technologies used in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities of a Service Desk Analyst. Highlight your experience in providing first-line support and resolving incidents, as this is crucial for the role.
Tailor Your CV: Customise your CV to reflect relevant skills and experiences that align with the job requirements. Emphasise your technical skills, customer service experience, and any familiarity with ticketing systems or remote assistance tools.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to troubleshoot IT issues. Use specific examples from your past experiences to demonstrate how you can add value to the team.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects attention to detail, which is essential for a Service Desk Analyst.
How to prepare for a job interview at Capita resourcing
✨Know Your Technical Stuff
Brush up on your technical knowledge, especially around common IT issues and troubleshooting methods. Be prepared to discuss how you would handle specific scenarios, such as diagnosing Windows-related problems or setting up hardware.
✨Customer Service is Key
Since this role involves a lot of customer interaction, be ready to demonstrate your customer service skills. Share examples of how you've successfully resolved customer issues in the past and how you keep customers informed during the process.
✨Practice Clear Communication
You'll need to explain technical concepts to users who may not be tech-savvy. Practice breaking down complex information into simple, step-by-step instructions. This will show your ability to communicate effectively with end users.
✨Prepare for Escalation Scenarios
Understand the escalation process and be ready to discuss when and how you would escalate an issue. Think of examples where you had to escalate a problem and how you ensured it was handled efficiently.
