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Service Desk Analyst

  • Location: Kent
  • Salary: £18000.00 - £23000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

A fantastic new opportunity has opened for a Service Desk Analyst to join our knowledgeable team in Whitstable on a 12-month fixed-term contract. We as Capita People Solutions focus on providing efficient support for our 6,500 clients across public and private sectors. We are looking to increase our workforce to provide more proficiency within our business.

The key responsibilities for this role include:

  • Responding to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels;
  • Logging, categorising and prioritising all 1st level calls according to the agreed SLA;
  • Always providing customer satisfaction and completing First Time Fix calls where appropriate;
  • Maintaining customer service standards by answering all calls promptly whilst remaining courteous and always being professional;
  • To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA's and KPI's are met;
  • Compliance - ensure that you understand and adhere to Capita's Security Policies and, where applicable, those of the supported businesses;
  • Great punctuality and any other duties considered as part of the day to day role.

What will you need?

  • Basic knowledge of Windows desktop Operating Systems (XP/Windows 7, Windows 10)
  • Basic understanding of Networks
  • Good understanding of MS Office Products, including O365 Administration
  • Good understanding of different technologies, including telephony
  • Understanding of MS Active Directory User Administration
  • Understanding of ITIL principles

If you are interested in this exciting opportunity, please either apply 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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