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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 growth and a commitment to diversity and inclusion.
- Why this job: Be part of a collaborative team using cutting-edge tech to transform lives.
- Qualifications: Experience in service desk roles 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
- Awareness 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
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance 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 Newtownabbey 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 Newtownabbey
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Capita. Understand their values, recent projects, and how they operate. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Brush up on your technical skills related to Windows Desktop operating systems and Microsoft O365. Be ready to demonstrate your troubleshooting abilities during the interview. We want to see how you think on your feet!
✨Tip Number 3
Show off your communication skills! As a Service Desk Analyst, you'll be the first point of contact for customers. Practice explaining complex IT issues in simple terms. This will highlight your ability to provide excellent customer service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining Capita. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Service Desk Analyst in Newtownabbey
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous experience on a Service Desk. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Service Desk Analyst role. Share specific examples of your problem-solving skills and customer service experience.
Show Off Your Communication Skills: Since this role requires excellent verbal and written communication, make sure your application reflects that. Keep your language clear and concise, and don’t forget to proofread for any typos!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the info you need about the position there!
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 common scenarios with a friend to build your confidence.
✨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 your interview to demonstrate your commitment to providing value and keeping customers updated on their ticket progress.
✨Understand ITIL Framework
Familiarise yourself with the ITIL framework, as it's essential for this role. You don't need to be an expert, but having a basic understanding will help you discuss how you can contribute to incident management and service delivery. It shows you're proactive and serious about your professional development.