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Service Desk Analyst

  • Location: Surrey
  • Salary: £20000.00 - £25000.00 per annum
  • Job type: Permanent
  • Sector: Cloud & Infrastructure

I am currently on the lookout for a Service Desk Analyst to join a FTSE 100 organisation based in the heart of Croydon.

The ideal candidate will apply appropriate subject matter knowledge to technical customer services issues, and will manage customer issues and queries, delivering efficient solutions to problems and providing a high level of customer service in all aspects of their role.

the main responsibilities of the are are:

  • To act as an initial point of contact for any customer issues and to provide technical support
  • Diagnosing and resolving technical incidents and requests
  • Gain an accurate understanding of customer issues and the best way in which to resolve them.
  • provide training and guidance to customers on our products
  • Remotely connecting to customers systems to provide training and support.
  • escalation of major incidents and complaints
  • Log and update and calls of incidents
  • Develop and improve knowledge of customer IT systems
  • Maintain cohesive working practices within the team
  • Actively review issue trends and report them within the team



This is a key role within the company and will act as the first base of all customer support, the essential skills that you will need to perform this role effectively are:

  • General Knowledge of a variety of IT systems and how they are used within the business environment
  • Experience of working with Bespoke software products and hardware essentials.
  • Networking experience and virtual private networks.
  • Knowledge of Microsoft Windows & Microsoft Windows Servers
  • Excellent customer service skills and the principles in which to perform this
  • Attention to detail
  • The ability to communicate within your team and higher levels of management
  • To be able to prioritise effectively with all issue encountered
  • Be able to write clear and concise business English

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

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