Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the first point of contact for customers, resolving IT issues and providing top-notch support.
- Company: Join Capita, a dynamic leader in consulting and digital services.
- Benefits: Enjoy 23 days holiday, paid parental leave, and opportunities for professional growth.
- Other info: Hybrid work model with excellent career development opportunities.
- Why this job: Make a real impact by helping customers and enhancing their tech experience.
- Qualifications: Experience in a Service Desk role and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
We are recruiting a Service Desk Analyst to support our Service Desk in Belfast. You will provide the first line of support for incident investigation and resolution for customers. This is a hybrid role; the first 3 months while in training will be office based out of our Belfast Command Centre. Once competent, you will be required to work up to 3 days per week in the office.
Responsibilities
- First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
- Logging incidents and service requests from customers via telephone, email, chat and customer portal, and processing accordingly
- Providing remote technical assistance including the setup of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues
- Diagnose Windows related issues and identify root cause
- Guide users with simple, step-by-step instructions when remote access is not possible
- Perform remote troubleshooting and provide clear instructions to end users
- Escalate issues to the relevant person/team when appropriate to resolve within SLA
- Provide excellent customer service and keep customers updated on ticket progress
- Help create technical documentation and manuals
- Direct unresolved issues to the next level of support personnel
Qualifications
- Previous experience of working on a Service Desk is essential for this role
- Excellent verbal and written communication skills
- Experience with call logging software (e.g., Remedy)
- Knowledge of Windows Desktop operating systems
- Experience or good understanding of Microsoft O365 and Active Directory
- Experience with supporting desktop applications including the MS Office suite
- Experience with remote desktop support would be an advantage
- Aware of ITIL framework
About Capita and Benefits
Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognised organisations transform and thrive. Our work spans diverse sectors including government, healthcare, education, and finance. We offer opportunities to contribute to projects that impact millions of lives and to be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.
What we offer includes:
- 23 days' holiday rising to 27 with the option to buy extra leave
- Company-matched pension, life assurance, etc.; 15 weeks of fully paid maternity, adoption and shared parental leave; two weeks of paternity pay
- Paid volunteering days for charity partners or a cause of your choice
- Access to Employee Network Groups supporting diversity and inclusion
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships
What next: Choose 'Apply now' to complete our short application so we can learn more about you. We are an equal opportunity and Disability Confident employer. If you need the job description or application form in an alternative format, or would like to discuss adjustments, please email reasonableadjustments@capita.com.
Service Desk Analyst employer: Capita plc
Contact Detail:
Capita plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask them about their experiences. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to service desk roles. We recommend role-playing with a friend to get comfortable explaining your troubleshooting process and customer service skills.
✨Tip Number 3
Show off your tech skills! During the interview, be ready to demonstrate your knowledge of Windows operating systems and any relevant software. We love seeing candidates who can talk confidently about their technical expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Capita.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with call logging software and any relevant IT skills, especially around Windows and Microsoft O365. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing excellent customer service and how your previous experience makes you a great fit for our team. Keep it friendly and professional – we love a personal touch!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your verbal skills too. Be clear and concise in your writing, and don’t forget to proofread for any typos or errors. We appreciate attention to detail!
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s quick and easy, and it helps us keep everything organised. Plus, you’ll get to see more about what we do at Capita while you’re there!
How to prepare for a job interview at Capita plc
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows operating systems and Microsoft O365. Familiarise yourself with common issues and solutions, as well as the tools like call logging software that you might be using.
✨Practice Your Communication Skills
As a Service Desk Analyst, you'll need to communicate clearly and effectively. Practice explaining technical concepts in simple terms, as you'll often be guiding users through troubleshooting steps. Role-play with a friend or family member to get comfortable.
✨Showcase Your Customer Service Skills
Capita values excellent customer service, so be prepared to discuss how you've handled difficult situations in the past. Think of examples where you went above and beyond to help a customer, and be ready to share those stories during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training processes, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.