24/7 NOC Service Desk Analyst

Employer
Capita Group Resourcing
Location
UK
Salary
Competitive
Closing date
4 Aug 2021

View more

Sector
Technology & New Media
Contract Type
Permanent

Job Details

The successful candidate will be working alongside the both Network Engineering and Service Delivery Teams to deliver best in class service across multiple Public and Private Sector clients. The ideal candidate will need to be able to resolve technical issues as well as delivering excellent customer service. Location: Tannochside, Glasgow (currently home-based)

Help strengthen our Network Operations Centre team as a Service Desk Analyst with Capita:

The Tannochside Network Operations Centre (NOC) are looking for a Service Desk Analyst to supplement an existing 24/7 Service Desk Shift team, working a 4 on/4 off shift cycle.

The successful candidate will be working alongside the both Network Engineering and Service Delivery Teams to deliver best in class service across multiple Public and Private Sector clients. The ideal candidate will need to be able to resolve technical issues as well as delivering excellent customer service.

What you'll be doing:
  • Be the first point of contact for our customers when they log a fault via the phone or email
  • Log all incidents in the IT Service Management Tool (Remedy), ensuring appropriate and consistent detail is captured and updated throughout the incident lifecycle
  • Ensure incidents are logged and managed in line with contractual obligations and adhere to company policies and procedures
  • Investigate technical issues and implement documented and approved resolutions to ensure our clients receive best in class service
  • Ensure the customer is kept informed of the progress of the incident/service request and the system is kept updated regularly
  • Follow escalation processes to ensure incidents are assigned to the relevant team/individual and are resolved in an efficient and timely manner
  • Configure and troubleshoot faults across a variety of technologies particularly switches, routers, Dslams and modems (Cisco and Adtran)
  • Log, manage and escalate where required 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
  • Actively monitor the networks using our Network Management Platform (Solarwinds)
  • Identify areas of own knowledge for inclusion in knowledgebase to assist others with resolution of incidents

What we're looking for:
  • Experience working within a professional and busy IT Service Desk
  • Excellent customer service skills, telephone manner and written communication skills
  • Ability to remain calm under pressure
  • Ability to work with people at all levels, and an excellent team member
  • Working experience and understanding of ITIL processes and procedures
  • Excellent troubleshooting skills
  • Exposure to a wide variety of technologies, ideally Cisco Routing and Switching

About Capita:

Capita Plc, a leading UK provider of technology enabled business services. We're supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We work across such a huge range of businesses and sectors, that you'll have the opportunity to grow and develop your career in any number of directions.

What's in it for you?
  • A competitive salary + shift allowance
  • 23 days' holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • To learn new skills and create a career path
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
  • Company matched pension, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave and plenty more

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita's offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we're doing everything we can to keep our colleagues and customers safe during this time.

This job was originally posted as www.cwjobs.co.uk/job/93542305

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