Service Desk Analyst

Service Desk Analyst – ITIL, incident, change request, helpdesk, 1st and 2nd line support

Capita, FTSE 100 and leading Business Process Outsourcer, is seeking a Service Desk Analyst to join their expanding team in Newcastle.

This key role on the Service Desk, which is ISO20K compliiant and accredited, involves assisting users and logging and resolving IT fault calls placed by its users. Interfacing with technical teams and users alike, excellent customer handling and communications skills are essential in combination with a good level of technical expertise.

It should be noted that the role will involve shift work when it becomes fully developed.

Key aspects of this role include:

* Incident and Service Request Fulfilment (Telephone, Email, Web and Automated)
* Accurate recording of case updates into CRM system.
* Use of analytical skills to investigate and resolve incidents.
* Use of remote support and systems administration toolsets.
* Incident triage and assignment to 2nd and 3rd line resolution teams.
* Ensure conformance to Service and Operational Level Agreements (SLA/OLA) and other Performance Indicators.
* Friendly and helpful manner with customers.
* Use of standard processes to complete standard operations.
* Any other assigned duties in line with status and ability.

Seeking applicants with the following experience and skills:

* Demonstrable experience of 1st and 2nd line IT Support Operations and practices.
* Experience of working within and to ITIL standards
* Good working knowledge of AD, MS Windows, E-Mail.
* Experience of working on an IT Service desk or in similar IT Support function in a large Multi Site Organisation.
* Experience of maintaining a central asset management database
* Good understanding of IT Hardware, Software and media
* Proficient in the use of standard MS Office Products
* Experience of liaising with 3rd party suppliers
* Ability to write, review and accurately follow work instructions and procedures
* Ideally be ITIL v3 Foundation certified
* Ideally an appreciation of ITIL Service Mgt disciplines esp. Change and Configuration Mgt
* Ideally good understanding of the lifecycle of assets and change requests
* Excellent analytical and problem solving skills
* Ability to prioritise work in order to meet specific deadlines
* Excellent communication skills (written & verbal)
* Outstanding attention to detail
* Excellent organisational skills
* Strong customer relationship skills
* Ability to quickly understand customer requirements
* Willing to undergo CRB and able to obtain SC (Security Cleared) clearance if successful

If interested to avoid disappointment!

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.