Service Desk Analyst

08 Mar 2018
10 Apr 2018
Contract Type
Full Time
Technical Service Desk Analyst needed for Capita in Reigate for a rapidly growing Team !

About the role
The NOC Engineer is the 1st line support person within the Network Operations Team. This team is a busy and dynamic team who are the central and 1st contact for our customers, field engineers and 3rd party suppliers. You will be hardworking, a team player, methodical and have a professional telephone manner. As well as be able to multi task and have a positive “can do” attitude.

About Capita | Updata

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. We provide a range of networking and connectivity services to public and private sector clients and have a reputation for excellent service combined with an innovative approach to achieving best value for its clients. We have a strong reputation across the public sector as a provider of IT networks that help schools, councils and health bodies deliver improved services.

What you will do:

* Be the first point of contact for our customers when they log a fault via the phone or email.
* Log incoming faults on our system (BMC SDE Call Management Software), carry out initial diagnostics and look to resolve 95+% of all faults and requests.
* Work within strict SLA’s to provide our customers with a timely resolution.
* Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
* Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco, Alcatel, Adtran, Actelis, HP, Extreme, Zhone)
* Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third party suppliers systems.
* Provide support and carry out remote configurations and link checks for our field engineers
* Setup configurations for new installations
* Actively monitor the networks using our network monitoring system Solarwinds

Your experience will include:

* Proven customer service/helpdesk/NOC experience
* Excellent communication skills
* Ideally CCNA or relevant IT network certification (CompTIA N+)
* Experience supporting SIP and/or VoIP
* Experience working in an ITIL environment and adhering to strict SLA

What 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


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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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