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- Tasks: Provide first-line support and resolve customer incidents in a dynamic environment.
- Company: Join Capita, a leader in consulting and digital services, making a real impact.
- Benefits: Enjoy 23 days holiday, matched pension, and opportunities for professional development.
- Other info: Hybrid role with excellent career progression and a commitment to diversity and inclusion.
- Why this job: Kickstart your career with hands-on experience and growth in a collaborative team.
- Qualifications: Previous Service Desk experience 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. Please note that this is a hybrid role; however, the first 3 months whilst in training will be office based out of our Belfast Command Centre. Once competent in the role, you will be required to work up to 3 days per week in the office.
What we are looking for:
- Previous experience of working on a Service Desk is essential for this role
- Excellent verbal and written communication skills
- Experience of call logging software e.g., Remedy
- Knowledge of Windows Desktop operating systems
- Experience or good understanding of Microsoft O365 and Active Directory
- Support of desktop applications including MS Office suite
- Experience with remote desktop support would be an advantage
- Aware of ITIL framework
You will provide remote assistance & ticket resolution to a range of customers, responsible for handling escalations, follow ups and customer service.
What you'll be doing:
- First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
- Logging incidents and service requests from customers received via telephone, email, chat and customer portal, and process accordingly
- Providing remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues
- Ability 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 possible
- Ability to perform remote troubleshooting and provide clear instructions to end users
- Escalate 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 tickets
- Help create technical documentation and manuals
- Ability to direct unresolved issues to the next level of support personnel
What's in it for you?
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance
- 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks
- Volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
Join us and discover a career with purpose.
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.
Service Desk Analyst in Mossley employer: Capita Shared Services Limited
Contact Detail:
Capita Shared Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Mossley
✨Tip Number 1
Get familiar with the tools! Since you'll be using call logging software like Remedy, make sure you know your way around it. A little practice can go a long way in making you stand out during interviews.
✨Tip Number 2
Brush up on your communication skills! As a Service Desk Analyst, you'll be the first point of contact for customers. Practising clear and concise communication will help you shine when handling calls and emails.
✨Tip Number 3
Show off your troubleshooting skills! Be ready to discuss how you've diagnosed and resolved IT issues in the past. Real-life examples will demonstrate your capability and confidence to potential employers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst in Mossley
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Service Desk roles. We want to see how your skills match what we're looking for, so don’t hold back on showcasing your relevant experience!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it’s crucial to demonstrate your excellent verbal and written communication skills. Use clear and concise language in your application to reflect this.
Highlight Technical Proficiency: Mention your familiarity with call logging software, Windows Desktop operating systems, and Microsoft O365. If you’ve got experience with remote desktop support or ITIL framework, make sure to include that too!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Capita Shared Services Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of Windows Desktop operating systems and Microsoft O365. Be ready to discuss your previous experience on a Service Desk, as well as any call logging software you've used, like Remedy. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Communication is Key
Since you'll be the first point of contact for customers, practice your verbal and written communication skills. Prepare to explain technical issues in simple terms, as you'll need to guide users through troubleshooting steps. Consider role-playing with a friend to get comfortable with this.
✨Customer Service Mindset
Capita values excellent customer service, so think about examples from your past where you went above and beyond for a customer. Be ready to share these stories during the interview to demonstrate your commitment to providing value and keeping customers updated on their ticket progress.
✨Familiarise Yourself with ITIL
Having an awareness of the ITIL framework can set you apart from other candidates. Brush up on its principles and how they relate to incident management and service delivery. This knowledge will show that you understand the importance of structured processes in providing effective support.