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- Tasks: Be the first point of contact for customers, resolving IT issues and providing remote support.
- Company: Join Capita, a leading provider of technology solutions and customer service.
- Benefits: Enjoy a full-time permanent role with opportunities for growth and development.
- Why this job: Gain hands-on experience in IT support while making a real impact on customer satisfaction.
- Qualifications: No specific qualifications required; just a passion for helping others and solving problems.
- Other info: Work from Newtownabbey and be part of a dynamic team focused on innovation.
The predicted salary is between 24000 - 36000 £ per year.
Provide the first line of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.
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 (DWP), 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.
Service Desk Analyst employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT issues and their resolutions, especially those related to Windows systems. This knowledge will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Practice your communication skills, particularly in explaining technical concepts in simple terms. As a Service Desk Analyst, you'll need to guide users through troubleshooting steps clearly and effectively.
✨Tip Number 3
Research the company culture at StudySmarter and be prepared to discuss how your values align with theirs. Showing that you understand and fit into their work environment can set you apart from other candidates.
✨Tip Number 4
Be ready to share examples of how you've provided excellent customer service in previous roles. Highlighting your experience in handling escalations and maintaining communication with customers will showcase your suitability for the role.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Service Desk Analyst position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your technical skills, customer service experience, and any relevant IT support roles. Use bullet points for clarity and focus on achievements that demonstrate your problem-solving abilities.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Provide specific examples of how you've successfully handled customer support issues in the past, particularly in remote troubleshooting or incident resolution.
Proofread Your Application: Before submitting, carefully proofread your application materials for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for a Service Desk Analyst role.
How to prepare for a job interview at Capita
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with common IT issues and the tools used for ticket resolution, as this will help you answer questions confidently.
✨Showcase Your Customer Service Skills
Since this role involves direct interaction with customers, be prepared to discuss your previous experiences in customer service. Highlight how you've handled difficult situations and maintained a positive attitude.
✨Prepare for Technical Questions
Expect questions related to troubleshooting and diagnosing IT issues. Brush up on your knowledge of Windows operating systems and be ready to explain your thought process when resolving technical problems.
✨Demonstrate Communication Skills
Effective communication is key in this role. Practice explaining complex technical concepts in simple terms, as you may need to guide users through troubleshooting steps without remote access.
