Service Desk Analyst - Beckenham - Up to £22,000

United Kingdom
£18k - £22k pa
06 Oct 2017
07 Nov 2017
Contract Type
Full Time
Service Desk Analyst- Beckenham - £18,000 - £22,000 About the role You will support the day to day operations of all our supported businesses to ensure that SLA is achieved and that the customer service is of a high standard. Good communication skills, self-motivation and a flexible approach to tasks are required along with the ability to work well under pressure. Capita Capita solutions address the 'workplace of the future' and are designed to facilitate the mobility and productivity of employees, irrespective of their location or the device they're using. Enabling smarter use of corporate and personal devices by combining the best blend of devices, security services and productivity applications we improve productivity and user satisfaction. What you will do: - Provide a first, and single, point of contact into Capita Services Desks for all supported businesses - Responding to calls placed via a variety of media - Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software. - Ensuring that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA) - Deliver outstanding 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 SLAs and Key Performance Indicators (KPIs) are met - Respond to incoming requests, via a variety of media, against thresholds in line with the contracted service levels; - Information at call receipt using agreed scripts and knowledge management information. Ensure verification customer details and availability for callback; - Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number; - Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate; - Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times. - Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests; - Escalate any issues but try and ensure they are dealt with before problems occur; - Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales; - Resolve and close cases to customer satisfaction or escalate to the appropriate ITS Management where further direction is required; - To contribute to overall achievements of required Service Level by maintaining agreed personal targets. - Compliance those of the supported businesses; - Ensure processes are documented and updated as necessary; - Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements; - Good attendance and time-keeping Your experience will include: - Demonstrable experience of 1st line IT Support / Experience of working on an IT Service Desk using an automatic call distribution system. - Understanding of MS Active Directory User Administration - Understanding of ITIL principles - Good call logging and call handling experience - Experience of working to SLAs - Good written and verbal communication skills - Problem solving and analytical skills - Strive for excellence premium customer service provider - Smart and presentable - Willingness to learn - Ability to work under pressure - Working knowledge of Remedy - Basic understanding of different technologies, including MS Office Products - Willingness to be flexible with working hours when necessary - Mature outlook - Good knowledge of support tools used by IT Service Desk and Desktop Support teams is an advantage 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. 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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