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For Companies At a Glance
- Tasks: Manage ticket flow and support issue investigation across various platforms.
- Company: Join Capita, a leader in consulting and digital services.
- Benefits: Competitive salary, 23-27 days holiday, paid volunteering day, and family leave policies.
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: Experience in technical support and strong communication skills required.
- Other info: Full training provided with excellent career growth opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Join a brand-new ServiceNow helpdesk that supports one of the largest learning solutions in UK Government. As a Technical Support Coordinator, you will manage ticket flow, coordinate communications, and support issue investigation across an integrated ecosystem including Cornerstone, SAP, MuleSoft, Salesforce, Amazon Connect and Power BI.
About the Programme
The LF2.0 solution integrates Cornerstone LMS, SAP (finance), Salesforce CRM, ServiceNow (helpdesk), Amazon Connect (contact centre), and EDP / Power BI reporting – supporting more than 500,000 civil servants.
Key Responsibilities
- ServiceNow Ticket Handling & Workflow Coordination: Manage workflows across incidents, service requests and problem tickets. Perform triage and gather logs, screenshots and data samples. Ensure accurate categorisation, prioritisation, SLA tracking and escalation. Use automation and templates to streamline handling.
- User & Stakeholder Communication: Act as the main point of communication for ticket updates. Prepare clear updates, outage notifications and service restoration communications.
- Technical Support & Issue Investigation: Support 1st-line teams with common issues (logins, browser, navigation). Assist with cross-platform diagnostics across Cornerstone, SAP, MuleSoft, Salesforce and Amazon Connect.
- Service Reporting & Insights: Maintain dashboards and contribute to Power BI MI packs. Support weekly and monthly client reporting.
- Knowledge Management & Continuous Improvement: Create and update knowledge articles and FAQs. Identify recurring issues and propose workflow or automation improvements.
- Collaboration Across the Ecosystem: Work with resolver groups across Cornerstone, SAP, MuleSoft, Salesforce and BI teams. Support environment or configuration checks for Cornerstone (training provided).
Essential Skills & Experience:
- Good experience in a technical support/helpdesk environment.
- Experience with ServiceNow or similar ITSM tools.
- Strong communication and stakeholder engagement.
- Experience triaging technical issues and managing workflows.
- Ability to work accurately in high-volume environments.
- Data analysis and pattern identification.
Desirable Experience:
- Exposure to Cornerstone LMS or enterprise learning platforms.
- Experience in integrated ecosystems (SAP, Salesforce, MuleSoft, AWS Connect, Power BI).
- Public sector or regulated service experience.
- Basic understanding of SQL, APIs or web troubleshooting.
Training & Development:
- Full Cornerstone LMS training and certification.
- Opportunities to deepen ServiceNow and automation skills.
- Development in agentic AI and automation enhancements.
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive.
We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.
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 are committed to building a workforce that reflects the diversity of the communities we serve. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.
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.
Technical Support Coordinator employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Coordinator
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to technical support. We recommend role-playing with a friend to get comfortable with your responses and body language.
✨Tip Number 3
Show off your skills! If you’ve got experience with ServiceNow or any of the other tools mentioned, be ready to discuss specific examples of how you’ve used them to solve problems in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Technical Support Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Technical Support Coordinator role. We want to see how you can contribute to our ServiceNow helpdesk!
Show Off Your Communication Skills: Since you'll be the main point of contact for ticket updates, it's crucial to demonstrate your strong communication abilities in your written application. Use clear and concise language to showcase your knack for keeping stakeholders informed.
Highlight Relevant Experience: If you've got experience in a technical support or helpdesk environment, make it shine! We love seeing candidates who have worked with tools like ServiceNow or have dealt with integrated ecosystems before.
Apply Through Our Website: Don't forget to hit that 'Apply now' button on our website! It’s the best way for us to get to know you and for you to join our amazing team at Capita.
How to prepare for a job interview at Capita
✨Know Your Tech
Familiarise yourself with the tools mentioned in the job description, like ServiceNow, SAP, and Salesforce. Being able to discuss your experience with these platforms will show that you're ready to hit the ground running.
✨Communication is Key
As a Technical Support Coordinator, you'll be the main point of contact for ticket updates. Practice clear and concise communication. Prepare examples of how you've effectively communicated with stakeholders in the past.
✨Showcase Problem-Solving Skills
Be ready to discuss specific instances where you've triaged technical issues or managed workflows. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Prepare for Data Analysis Questions
Since data analysis and pattern identification are essential for this role, brush up on your analytical skills. Be prepared to discuss how you've used data to improve processes or resolve issues in previous roles.
