Overview
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. This is a hybrid role; the first 3 months while in training will be office based out of our Belfast Command Centre. Once competent, you will be required to work up to 3 days per week in the office.
Responsibilities
* First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
* Logging incidents and service requests from customers via telephone, email, chat and customer portal, and processing accordingly
* Providing remote technical assistance including the setup of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues
* Diagnose Windows related issues and identify root cause
* Guide users with simple, step-by-step instructions when 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 within SLA
* Provide excellent customer service and keep customers updated on ticket progress
* Help create technical documentation and manuals
* Direct unresolved issues to the next level of support personnel
Qualifications
* Previous experience of working on a Service Desk is essential for this role
* Excellent verbal and written communication skills
* Experience with call logging software (e.g., Remedy)
* Knowledge of Windows Desktop operating systems
* Experience or good understanding of Microsoft O365 and Active Directory
* Experience with supporting desktop applications including the MS Office suite
* Experience with remote desktop support would be an advantage
* Awareness of ITIL framework
About Capita and Benefits
Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognised organisations transform and thrive. Our work spans diverse sectors including government, healthcare, education, and finance. We offer opportunities to contribute to projects that impact millions of lives and to be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.
What we offer includes:
* 23 days' holiday rising to 27 with the option to buy extra leave
* Company-matched pension, life assurance, etc.; 15 weeks of fully paid maternity, adoption and shared parental leave; two weeks of paternity pay
* Paid volunteering days for charity partners or a cause of your choice
* Access to Employee Network Groups supporting diversity and inclusion
* Opportunity to gain additional qualifications through our Learning Academy or apprenticeships
Check out our website www.capita.com
What next
Choose 'Apply now' to complete our short application so we can learn more about you.
We are an equal opportunity and Disability Confident employer. If you need the job description or application form in an alternative format, or would like to discuss adjustments, please email reasonableadjustments@capita.com. For more information about equal opportunities and process adjustments, visit the Capita Careers website.
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