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- Tasks: Be the first point of contact for customers, resolving their tech issues and providing top-notch support.
- Company: Join a leading company in Belfast with a focus on customer service excellence.
- Benefits: Enjoy a hybrid work model, competitive pay, and opportunities for growth.
- Other info: Dynamic training environment with potential for career advancement.
- Why this job: Kickstart your career in tech while making a real difference for customers every day.
- Qualifications: Experience in a Service Desk role and strong communication skills are essential.
The predicted salary is between 24000 - 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
Service Desk Analyst in Newtownabbey employer: Capita Shared Services
Contact Detail:
Capita Shared Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Newtownabbey
✨Tip Number 1
Get familiar with the company culture before your interview. Check out their website and social media to understand their values and what they look for in a Service Desk Analyst. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll need to explain technical issues clearly. Try role-playing with a friend or family member to get comfortable with explaining complex concepts in simple terms.
✨Tip Number 3
Brush up on your knowledge of Windows Desktop operating systems and Microsoft O365. Being able to demonstrate your expertise during the interview can really set you apart from other candidates. We all know how important it is to be tech-savvy in this role!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
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 experience!
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. We love seeing enthusiasm and a bit of personality, so let us know what excites you about this opportunity.
Show Off Your Communication Skills: Since excellent verbal and written communication skills are key for this role, make sure your application reflects that. Keep your language clear and concise, and double-check for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Capita Shared Services
✨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 this is crucial for the role. Familiarise yourself with common issues and resolutions to demonstrate your expertise.
✨Communication is Key
Since you'll be the first point of contact for customers, practice your verbal and written communication skills. Think about how you would explain technical issues in simple terms. You might even want to role-play with a friend to get comfortable with potential scenarios.
✨Get to Grips with ITIL
Understanding the ITIL framework can set you apart from other candidates. Brush up on its principles and how they apply to service desk operations. Be prepared to discuss how you've used ITIL in past roles or how you would implement it in this position.
✨Show Your Customer Service Skills
This role involves a lot of customer interaction, so think of examples where you've provided excellent customer service. Highlight your ability to handle escalations and follow-ups effectively. Showing that you can maintain a positive attitude under pressure will impress the interviewers.