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For Companies At a Glance
- Tasks: Manage ticket flow and support issue investigation across various platforms.
- Company: Join Capita, a leader in consulting and digital services.
- Benefits: Competitive salary, generous holiday, paid volunteering day, and family leave policies.
- Why this job: Make a real impact while developing your skills in a collaborative environment.
- Qualifications: Experience in technical support and strong communication skills required.
- Other info: Opportunities for training and career growth in a diverse workplace.
The predicted salary is between 30000 - 42000 £ per year.
Join a brand-new ServiceNow helpdesk that supports one of the largest learning solutions in UK Government. As a Technical Support Coordinator, you will manage ticket flow, coordinate communications, and support issue investigation across an integrated ecosystem including Cornerstone, SAP, MuleSoft, Salesforce, Amazon Connect and Power BI.
About the Programme
The LF2.0 solution integrates Cornerstone LMS, SAP (finance), Salesforce CRM, ServiceNow (helpdesk), Amazon Connect (contact centre), and EDP / Power BI reporting - supporting more than 500,000 civil servants.
Key Responsibilities
- ServiceNow Ticket Handling & Workflow Coordination: Manage workflows across incidents, service requests and problem tickets. Perform triage and gather logs, screenshots and data samples. Ensure accurate categorisation, prioritisation, SLA tracking and escalation. Use automation and templates to streamline handling.
- User & Stakeholder Communication: Act as the main point of communication for ticket updates. Prepare clear updates, outage notifications and service restoration communications.
- Technical Support & Issue Investigation: Support 1st-line teams with common issues (logins, browser, navigation). Assist with cross-platform diagnostics across Cornerstone, SAP, MuleSoft, Salesforce and Amazon Connect.
- Service Reporting & Insights: Maintain dashboards and contribute to Power BI MI packs. Support weekly and monthly client reporting.
- Knowledge Management & Continuous Improvement: Create and update knowledge articles and FAQs. Identify recurring issues and propose workflow or automation improvements.
- Collaboration Across the Ecosystem: Work with resolver groups across Cornerstone, SAP, MuleSoft, Salesforce and BI teams. Support environment or configuration checks for Cornerstone (training provided).
Essential Skills & Experience
- Good experience in a technical support/helpdesk environment.
- Experience with ServiceNow or similar ITSM tools.
- Strong communication and stakeholder engagement.
- Experience triaging technical issues and managing workflows.
- Ability to work accurately in high-volume environments.
- Data analysis and pattern identification.
Desirable Experience
- Exposure to Cornerstone LMS or enterprise learning platforms.
- Experience in integrated ecosystems (SAP, Salesforce, MuleSoft, AWS Connect, Power BI).
- Public sector or regulated service experience.
- Basic understanding of SQL, APIs or web troubleshooting.
Training & Development
- Full Cornerstone LMS training and certification.
- Opportunities to deepen ServiceNow and automation skills.
- Development in agentic AI and automation enhancements.
What’s in it for you?
- Competitive salary
- 23 days’ holiday, rising to 27 (pro rata) - plus the option to buy more after qualifying period
- Paid volunteering day with a charity of your choice
- Generous family leave policies - including 15 weeks’ fully paid maternity, adoption, and shared parental leave
- Cycle2Work scheme, pension, life assurance, and more
We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
Technical Support Coordinator in Brighton employer: Capita plc
Contact Detail:
Capita plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Coordinator in Brighton
✨Tip Number 1
Get to know the company inside out! Research Capita and its projects, especially those related to the Technical Support Coordinator role. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! As a Technical Support Coordinator, you'll be the main point of contact for ticket updates. Make sure you can clearly explain technical issues and solutions, so consider doing mock interviews with friends or using online resources.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral, which can really boost your chances.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Capita.
We think you need these skills to ace Technical Support Coordinator in Brighton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Technical Support Coordinator role. We want to see how you can contribute to our ServiceNow helpdesk and support the integrated ecosystem.
Show Off Your Communication Skills: Since you'll be the main point of communication for ticket updates, it's crucial to demonstrate your strong communication abilities in your written application. Use clear and concise language to showcase your stakeholder engagement experience.
Highlight Relevant Experience: Don’t forget to mention any experience you have with ITSM tools like ServiceNow or similar platforms. We’re looking for someone who can hit the ground running, so make sure to detail your technical support background.
Keep It Professional Yet Friendly: While we love a friendly tone, remember to keep your application professional. Show us your personality, but also ensure that your writing reflects the seriousness of the role. And don’t forget, apply through our website!
How to prepare for a job interview at Capita plc
✨Know Your Tech Stack
Familiarise yourself with the technologies mentioned in the job description, like ServiceNow, SAP, and Salesforce. Understanding how these systems interact will help you answer questions confidently and demonstrate your technical knowledge.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific technical issues or ticket management scenarios. Think of examples from your past experience where you successfully triaged problems or improved workflows, and be ready to share those stories.
✨Communication is Key
As a Technical Support Coordinator, clear communication is crucial. Practice explaining complex technical concepts in simple terms. This will show that you can effectively communicate with both technical teams and non-technical stakeholders.
✨Show Your Problem-Solving Skills
Be prepared to discuss how you approach problem-solving. Highlight your ability to analyse data, identify patterns, and propose solutions. This will demonstrate your analytical skills and your proactive approach to continuous improvement.
