Service Desk Analyst-Level 1

We are supporting our clients as they adapt to a new world in the wake of COVID-19. We're now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible Service Desk Analyst Tier 1 (Evening Shift 7pm-7am / 4 on 4 off) Salary 20k plus 3500 shift allowance The Service Desk Analyst will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. The role involves ticket logging, processing, fault resolution, remote support and full responsibility for handling, escalations, follow up and customer service What you'll be doing: First point of contact for Capita Customers Provide 1st Line diagnosis and resolution Maintain a high level of 1st time fix rates Logging incidents and service requests from customers received via telephone, email and customer portal and process accordingly Avoid service level breaches of tickets To provide an excellent customer service and value to end users Escalation of tickets to resolver groups when required Ensure customers are kept updated on progress of tickets Prioritisation and management of workload and tasks, working within contractual Service Level Agreements Work in accordance to company policies, procedures and standards Maintain awareness of current appropriate technologies used by customers Update and share knowledge gained What we're looking for: Excellent verbal and written communication Excellent attention to detail Knowledge of Desktop operating systems & AD Support of desktop applications including MS Office suite Awareness of ITIL framework Previous experience of using a ticket management system such as BMC Remedy Previous experience of working in a customer facing technical role Knowledge of Active Directory users and computer About Capita Technology Solutions At Capita Technology Solutions, we're connecting people to the services they need the most. We're providing critical digital, cloud and infrastructure services to over 3,500 organisations, making us one of the largest IT providers in the UK. In fact, we're the number one provider of IT to the public sector, supporting hospitals, schools, the emergency services and more. Our experienced team includes 1,000 technical specialists and 250 highly qualified field engineers. Join us and discover better as you create smart buildings, cities and communities across the UK. What's in it for you? 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. All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita's offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we're doing everything we can to keep our colleagues and customers safe during this time. This job was originally posted as www.cwjobs.co.uk/job/92668013

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