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1st Line Service Desk Analyst

  • Location: Essex
  • Salary: £18000.00 - £22000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

1st Line Service Desk Analyst
Capita IT Resourcing are recruiting for Service Desk Analyst's to work for our office based in Chelmsford. As the Service Desk Analyst you'll be operating in an ITIL environment, responding to telephone calls from IT users within the education sector and helping them resolve software support on Capita's SIMS system, Technical support on Microsoft products and general hardware issues.

What you will do:

  • To work as a member of the 1st line team to log/update contacts made to our Service Desk using the CRM Dynamics.
  • To provide support on a range of software and technical issues to our customers using the telephone, email and remote access tools.
  • To investigate, capture and record quality data.
  • To attempt resolution or escalate to 2nd line support.
  • To work to standard operating procedures and instructions
  • To work to agreed targets and objectives
  • To undertake and engage in other such duties as required from time to time as directed by the First Line Team Leader or Management.

Your experience will include:

  • Previous Support/Service Desk or Call Centre experience
  • Able to keep up to date with the latest technological advances
  • A good logical approach to problem solving
  • Good communication and presentation skills
  • The ability to empathise with schools staff at all levels
  • The ability to build up a good rapport with schools staff at all level

If you are interested in the role and would like to apply, please send me your updated CV in response to this advert via the link below for immediate consideration.

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

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