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1st/2nd line support engineer

  • Location: South Yorkshire
  • Salary: Up to £85 per day
  • Job type: Contract
  • Sector: Cloud & Infrastructure
This vacancy has now expired.

Capita are looking for a techical service desk analyst for a busy desk support one of Capita's largest clients.

Main Responsibilities:

In the role of Service Desk analyst you are dealing with our customers IT faults and questions, helping them get operational and back to business. We are looking for people with an interest in IT and a passion for providing great customer service. The role spec is :-

  • Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
  • Respond to phone calls, emails and online chat
  • Ensure incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software.
  • Ensure that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)
  • Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
  • Logging of all incidents in the appropriate call logging software, ensuring all relevant information is obtained, correct categorisation, contract, SLA is chosen and advise caller of unique call reference number;
  • Provide problem diagnosis, using appropriate support tools and resolution for desktop problems. Assign calls to correct third party queues where appropriate;
  • Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
  • Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
  • Resolve and close cases to customers satisfaction or escalate to the appropriate ITS Management where further direction is required;
  • Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements;
  • Good attendance and time-keeping

Capita IT Resourcing is acting as an Employment Business in relation to this vacancy.

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