Service Desk Analyst

SERVICE DESK ANALYST

LOCATION: CHICHESTER

SALARY: £22,000

This is a 1 year fixed term contract

The Capita Group Plc is the UK's leading business process outsourcing company. Our goal is simple - to help our diverse customer base of public and private sector clients improve service to their customers.

At Capita Group we aim to attract, develop and retain talented people. As an employer we seek to ensure we invest in you for the long term. We've created an environment which empowers individuals and rewards performance as well as focusing on a healthy work life balance.

This is a key role working primarily on the Remote Desktop Support Team of a FTSE 100 company for a key client encompassing logging and resolving IT fault calls placed by users. Interfacing with technical teams and users alike, excellent customer handling and communications skills are essential in combination with a good level of technical expertise. The incumbent is expected to be flexible as they will periodically be assigned project works as part of a wider service delivery. The role should be seen as an entry point into the wider organisation for a dedicated and enthusiastic systems engineer with excellent medium term opportunities.

KEY ASPECTS OF THIS ROLE INCLUDE

- Incident receipt (telephone, email, eform)
- Accurate recording of case updates into CRM system
- Use of analytical skills to investigate and resolve incidents.
- Use of remote support and systems administration toolsets
- Incident triage and assignment to 3rd line resolution teams
- Ensure conformance to Service Level Agreement (SLA), Performance Indicators and Key Performance Indicators
- Friendly and helpful manner with customers
- Use of standard processes to complete standard operations
- Any other assigned duties in line with status and ability

ESSENTIAL SKILLS AND EXPERIENCE

- Experience of 1st and 2nd line IT Support operations and practices
- Good understanding of what ITIL is and its basic components - knowledge gained by personal research will be sufficient as a minimum
- Good working knowledge of MS Windows XP and Windows 7 in an enterprise environment

DESIRABLE SKILLS AND EXPERIENCE

- Working knowledge of local government application sets
- Good working knowledge of MS Office 2010, Exchange and SCCM applications and toolsets
- Amdoc's Clarify or any other helpdesk call management CRM system
- Experience of working on a IT helpdesk or in similar IT Support function in a large organisation.

PERSONAL ATTRIBUTES

- Clear and confident telephone manner
- Able to deal with challenging calls
- A natural interest in IT and an inquisitive mind
- Able to demonstrate initiative and ownership of incidents
- To be able to produce clear and well written documents
- Excellent customer service skills

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.