Service Desk Analyst 24/7

Job content

Provides the first line of support and problem resolution for technology products or applications. Become a Service Desk Analyst with Capita Software in Chippenham

Shift Pattern - 24/7 Shift Rota basis (12 hour shift )

Day Shifts will be office based in Chippenham ; Night Shifts are Home-Based Remote

Due to the nature of this role successful applicant must be able to obtain UK SC Level + NPPV3 checks

This is an excellent opportunity for Graduate Entry level with customer service skills and looking to further their career and get trained within IT Service Desk environment.

You will provide the first line of support and problem resolution for technology products or applications. You will be single point of contact between the services being provided and the users.

What you’ll be doing:

• Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional and meeting call quality standards
• Categorise incidents against agreed classifications
• Ensure incoming incidents/service requests are logged accurately ensuring all relevant information is obtained, correctly prioritised and caller is advised of unique reference number
• Assign the incident to the correct resolver group and ensure that incident response SLAs are met
• Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within SLAs
• Ensure that the user is kept informed of progress, that delays are avoided in responses and that incidents are updated with any progress, customer comments or third-party updates
• Ensure that all work is carried out and documented in accordance with required standards, methods and procedures
• Log and manage calls with external support desks
• Apply first time fixes when required; identify and progress a first-time fix resolution

What we’re looking for:

• Proven service desk/contact centre/call centre experience
• Technical knowledge of current Windows operating systems
• IT literate particularly around products like MS Windows and MS Office
• Customer focused approach: exceptional communication and organisational skills, active listening, strong customer liaison skills underpinned by a professional telephone manner
• Have strong personal development and motivational skills - required to be flexible, positive and have good interpersonal skills; be self-driven, organised and able to work to deadlines
• Typing skills to ensure quick and accurate entry of incident or service request details
• Ability to work autonomously and within a team to support the end user efficiently
• Ability to manage and take responsibility for incident tickets assigned in relation to specialist software functionality
• Ability to prioritise tasks and escalate high-profile issues
• Ability to use initiative to keep users and internal stakeholders informed of progress in relation to incidents
• Ability to analyse, problem-solve & quickly learn bespoke software; exceptional analytical skills to determine resolutions accurately

Desirable Skills

• Experience of delivering against Service Level Agreement targets and meeting customer expectations
• Technical knowledge and experience of SQL Server and/or Oracle database platforms and RDBMS in general
• Technical knowledge of networking and client support (DNS, DHCP, Active Directory)
• Understanding / qualifications in ITSM processes and procedures
• Experience of working with Service Now / Microsoft CRM

About Capita Secure Solutions and Services

Capita Secure Solutions and Services is the UK’s leading provider of innovative, secure, resilient products and services for the emergency services, critical responders and national infrastructure providers. Our unique portfolio of capabilities is built on over 30 years’ experience delivering and supporting mission-critical, secure solutions and continues to develop with ongoing investment, innovation and integration.

They are part of Capita Plc, a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions.

What’s in it for you?

• Shift Allowance
• Excellent working environment

Don’t forget, you’re part of a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Looking to discover more? Let your line manager know, then choose’Apply now’to fill out our short application and send us your CV.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.