1st Line Service Desk Analyst

Job Title: Service Desk Analyst

Location: Basingstoke

Competitive Salary & Benefits

About the role

The successful candidate will act as first line support for all IT and telephony related issues raised by staff from multiple businesses within Capita plc, and will have the opportunity to cover the differing internal functions – i.e call logging, first time fixes and more complex investigations. This will allow the candidate to gain a very strong overview of the multiple disciplines of an internal IT Support function within a FTSE100 company, whilst guaranteeing no two days are the same!

About Capita

plc are the UK’s leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

What you will do:

• Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels;
• Log, categorise and prioritise all 1st level calls according to the agreed SLA;
• First Time Fix calls where appropriate, to customer satisfaction;
• Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
• Compliance – ensure that you understand and adhere to Capita’s Security Policies and, where applicable, those of the supported businesses;
• Good attendance and time-keeping; and any other duties deemed required as part of the day to day role.

Your experience will include:

Essential

• Ability to work effectively as a member of a team
• Excellent communication skills
• Ability to follow procedures
• Prior experience of providing 1st Line support within an IT Service Desk environment
• Understanding of MS Active Directory User Administration

Desirable

• Basic knowledge of Windows Desktop environments (XP/Windows 7)
• Basic Network knowledge
• Good understanding of MS Office Products
• Good understanding of different technologies, including telephony
• Understanding of ITIL principles

What’s in it for you?

At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

Follow Capita on Follow Capita on Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.