At a Glance
- 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.
- 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
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you. 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 JBLE1_NI in Newtownabbey employer: Capita
Capita is an exceptional employer located in Belfast, offering a vibrant work culture that prioritises innovation and collaboration. With a strong commitment to employee development, you will have access to extensive training opportunities, including the Learning Academy and apprenticeships, ensuring your career can flourish. Enjoy a comprehensive benefits package, including generous holiday allowances, a matched pension scheme, and the chance to engage in meaningful community volunteering, making Capita a rewarding place to build your future.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst JBLE1_NI in Newtownabbey
✨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 look sharp 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 explanations will help you stand out when you're chatting with potential employers.
✨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 impress interviewers and show them you can handle the pressure.
✨Tip Number 4
Don't forget to 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 JBLE1_NI 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 how you've provided excellent customer service and resolved IT issues in the past.
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 or errors!
Apply Through Our Website:We encourage you to apply directly through our website. It’s super easy and ensures your application gets to the right place. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Capita
✨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 they'll want to hear about specific incidents you've resolved.
✨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 this will be crucial when guiding users through troubleshooting steps.
✨Familiarise with ITIL Framework
Understanding the ITIL framework can give you an edge. Be prepared to discuss how you've applied ITIL principles in your past roles, especially in incident management and service delivery.
✨Showcase Customer Service Skills
Capita values excellent customer service, so think of examples where you've gone above and beyond for a customer. Highlight your ability to keep customers updated on ticket progress and how you handle escalations.
