Service Desk Analyst

£19500 pa + 25% shift allowance
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Service Desk Analyst - Basingstoke £19,500 plus 25% shift allowance About the role The Service Desk is the central point of contact for all incidents and Service Requests. The aim of the team is to facilitate the restoration of normal operational service with minimal business/customer Impact. The Service Desk Technical Analyst role has the responsibility for: - Restoration of normal service with agreed SLAs, via participation and adherence to the Incident Management process. - Provision of 1st & later after some training 2nd line support for a wide range of software, applications and hardware technologies. - To ensure that Service Desk tasks are performed correctly and in a timely manner. - Delivery of high-quality communications to Customers. - Service Request Fulfilment. - Change Management administration. Please note this role does involve an on call element of one week in ever y five weeks where you need to be available for any incoming queries out of working hours including the weekend. The shift allowance on top of the base salary covers this. About Capita We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too. What you will do: - Service Requests: Initial logging of Service Requests, ensuring that correct authorisation has been received; fulfilment of Service Requests according to the agreed processes and procedures; communication with the Customer as to the status of outstanding Service Requests. - Customer Interface - deliver high-quality communications with Customers during service interruptions to their systems. - Incident logging and classification within the ITSM tool; provision of initial support with the goal of providing a satisfactory first time fix for the Customer; Incident ownership, monitoring, and tracking; regular communication with Customer to advise of the progress of Incident resolution; Incident investigation and diagnosis; Incident resolution and the restoration of service within agreed SLAs; Incident re-categorisation and closure; and where necessary, following the agreed escalation process. - To participate in the Knowledge Management process to document Service Desk processes, procedures; knowledge articles and workarounds. - Greeting visitors on entry to office, liaising with contractors and providing required office access in accordance with the Access Control policies. - Provide excellent customer service at all times - Actively contribute to the continual improvement of the Service Desk - To liaise with other internal support (e.g. DC Ops, System Support, Internal Systems and the consultant) and 3rd party support providers - Contribute to a good team spirit. Your experience will include: - Service Desk/Helpdesk/1ST Line Support Experience - Ideally ITIL V3 Foundation Certificate or experience of working in an ITIL aligned business service environment - Ability to participate in shift rota (08:00 - 18:00 Monday - Friday) - Ability to serve on-call on a 5 week rota basis. - Ideally 2 MCPs or potential to achieve this level of technical ability. - Good communication skills must be able to communicate at both a non-IT (customer) level, and a technical level. - Excellent working knowledge of: Microsoft Products e.g. Windows Server, Active Directory, Office Suites and/or Citrix - Strong interpersonal and Customer Service Skills - Strong team ethic and leadership - Flexible and mature outlook - The desire and ability to work constructively and effectively with others as part of a team - Encourages change, actively contributing to new ideas. - Maintains tenacity and a balanced approach in stressful situations. - Proactively builds and maintains solid relationships with successful interfaces beyond own team and across the business. - Keeps promises and honours commitments. - Excellent time keeping and attendance. Desirable: - Experience of using an ITSM tool (Service-Now preferably) - Incident Management - Able to liaise effectively with all teams both within Operations and other parts of the organisation 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 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. What we hope you will do next Help us find out more about you by completing our short application process - click apply now. Follow Capita on twitter @capitacareers Follow Capita on facebook @careersatcapita 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. If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.
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