Provide the first line of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service. Job Title Service Desk Analyst Job Description First point of contact for Capita Customers, providing 1st Line diagnosis and resolution Logging incidents and service requests from customers received via telephone, email, chat and customer portal (DWP), and process accordingly Providing remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues. Ability to diagnose complicated windows related issues and find out the root cause. Ability to guide users with simple, step-by-step instructions where remote access is not possible. Ability to perform remote troubleshooting and provide clear instructions to end users Escalate issues to the relevant person/team, when appropriate to resolve issues within SLA. Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of tickets Help create technical documentation and manuals Ability to direct unresolved issues to the next level of support personnel Location: Newtownabbey, United Kingdom Time Type Full time Contract Type Permanent