Help strengthen our Service Desk team as a Service Desk Analyst with Capita Technology Solutions in Newtownabbey, Belfast.
As the 1st Line Support Analyst, you will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. The role will involve processing, fault resolution, remote support and full responsibility for handling escalations & follow ups.
This role would be ideal for a recent graduate looking for their first IT role. It's an exciting time to join Capita. We are committed to accelerate and enhance our focus on emerging technologies to ensure our clients benefit from leading digital solutions, artificial intelligence, robotics, open data and Internet of Things.
As a leading provider of IT and professional Services to some of the leading companies in the UK this is an opportunity for you to progress your career and build knowledge in a leading and forward-thinking organisation.
This is a part-time (30 hours per week Monday - Friday) hybrid role.
What you'll be doing:
-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
-To provide an excellent customer service and value to end users
-Escalation of tickets to resolver groups when required
-Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
-Work in accordance to company policies, procedures and standards
What we are looking for:
-Excellent verbal and written communication
-Good customer service skills
-You will have a passion for IT
-Previous experience of using a ticket management system, 1st or 2nd line support
-Educated to degree level within a relevant IT subject OR some working experience within a 1st Line/Service Desk position
About Us
At Capita IT Services, we're connect ing people to the services they need the most , from application and serv ice management, to data-centre and cloud capabilities . We're delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future.
What's in it for you?
-A competitive basic salary
-23 days' holiday (rising to 27) with the opportunity to buy extra leave
-The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
-Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
-Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
-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
You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. 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:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
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.
