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Service Desk Analyst x 2

  • Location: London
  • Salary: Up to £210 per day
  • Job type: Contract
  • Sector: Enterprise Applications


NPPV 3 Cleared Service Desk Analyst x 2 - South London - £210 Per Day - ASAP - 3 Month Contract


The Capita Software division has responsibility for the delivery of IT solutions and services to a range of customers including a range of highly prestigious emergency services clients . The Service Desk Analyst role will be part of delivering a high level of quality customer support to ensure that the best possible levels of service excellence and availability are maintained.

Due to the nature of the role the candidate must have NPPV3 Clearance to be considered for this opportunity.


The primary objective is to provide a single point of contact between the services being provided and the users. Typically this will involve managing incidents and service requests, and also handling communication with the users.

Key Responsibilities:

  • Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional and meeting call quality standards
  • Categorise incidents against agreed classifications
  • Ensure incoming incidents/service requests are logged accurately ensuring all relevant information is obtained, correctly prioritised and caller is advised of unique reference number
  • Assign the incident to the correct resolver group and ensure that incident response SLAs are met
  • Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within SLAs
  • Ensure that the user is kept informed of progress, that delays are avoided in responses and that incidents are updated with any progress, customer comments or third party updates
  • Ensure that all work is carried out and documented in accordance with required standards, methods and procedures
  • Log and manage calls with external support desks
  • Apply first time fixes when required; identify and progress a first time fix resolution


NPPV 3 Cleared Service Desk Analyst x 2 - South London - £210 Per Day - ASAP - 3 Month Contract

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

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