We are recruiting a Service Desk Analyst to support our Service Desk in Belfast. You will provide the first line of support for incident investigation and resolution for customers. The role is hybrid; the first 3 months of training will be office based out of our Belfast Command Centre, after which you will be required to work up to 3 days per week in the office.
What we are looking for:
* Previous experience of working on a Service Desk is essential
* Excellent verbal and written communication skills
* Experience of call logging software e.g., Remedy
* Knowledge of Windows Desktop operating systems
* Experience or good understanding of Microsoft O365 and Active Directory
* Support of desktop applications including MS Office suite
* Experience with remote desktop support would be an advantage
* Awareness of ITIL framework
What you’ll be doing:
* 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, and process accordingly
* Providing remote technical assistance including setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues
* Diagnose complicated Windows related issues and find root cause
* Guide users with simple, step‑by‑step instructions where remote access is not possible
* Perform remote troubleshooting and provide clear instructions to end users
* Escalate issues to the relevant person/team when appropriate to resolve issues within SLA
* Provide excellent customer service and keep customers updated on progress of tickets
* Create technical documentation and manuals
* Direct unresolved issues to the next level of support personnel
What’s in it for you?
* 23 days holiday (rising to 27) with the opportunity to buy extra leave
* Company matched pension, life assurance, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks
* Volunteering for our charity partners or a cause of your choice – opportunity to take a paid day off from the office
* Access to our Employee Network Groups, representing every strand of diversity, allowing colleagues to connect and learn on an open, inclusive platform
* Opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
We are an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We are committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format, or if you would like to discuss other changes or support you might need, please email reasonableadjustments@capita.com.
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