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Service Desk Analyst

  • Location: South Yorkshire
  • Salary: £19000 - £20000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Service Desk Analyst required by our leading client in Sheffield to provide technical support to customers and resolve issues in line with Service Level agreements
The main responsibilities are detailed below, although the post holder would also be expected to perform any other duties which might reasonably be required by the business.

  • Act as the initial point of contact for any customer issues and provide technical support to end users
  • Gain an accurate understanding of user issues and requirements and appropriately transfer information to central knowledge systems
  • Escalate tickets to the appropriate resolver group, Service Desk Leads and management in a timely fashion
  • Accurately log, update and maintain incident records and tickets
  • Follow Trustmarque incident and change management procedure in line with documentation
  • Proactively review issue trends and raise awareness within the team
  • Develop and maintain knowledge of customer IT systems
  • Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
  • Develop and maintain their own knowledge and skills in line with new technologies



  • General knowledge of a variety of IT systems and how they are used within a business environment
  • Knowledge and experience of:
    • Microsoft Windows
    • Microsoft Windows Servers
    • IT Networking
    • ITIL Framework
  • Excellent understanding of customer service principles and how these are conveyed to customers
  • An excellent understanding of Trustmarque as an organisation

Capita IT Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita IT 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.

Transfer of information overseas

Your information may be shared with subsidiaries of Capita plc who are involved in carrying out functions related to the services administration including such subsidiaries which are outside the EEA in countries which do not have similar protections in place regarding the information and its use. We shall ensure that any such subsidiary has put in place proper security measures to ensure at least the same level of protection of the personal data as is required under UK data protection legislation.

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