Service Desk Analyst

Job title:

Job Description:

Please note that this is a hybrid role however the first 3 months whilst in training will be office based out of our Belfast Command Centre. Once competent in the role you will be required to work up to 3 days per week in the office.

What we are looking for:

• Previous experience of working on a Service Desk is essential for this role
• Excellent verbal and written communication skills
• Experience of call logging software e.g., Remedy
• Knowledge of Windows Desktop operating systems
• Experience or good understanding of Microsoft O365 and Active Directory.
• Support of desktop applications including MS Office suite
• Experience with remote desktop support would be an advantage
• Awareness of ITIL framework

You will provide remote assistance & ticket resolution to a range of customers, responsible for handling escalations, follow ups and customer service.

What you’ll be doing:

• First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
• Logging incidents and service requests from customers received via telephone, email, chat and customer portal, and process accordingly
• Providing remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.
• Ability to diagnose complicated windows related issues and find out the root cause.
• Ability to guide users with simple, step-by-step instructions where remote access is not possible.
• Ability to perform remote troubleshooting and provide clear instructions to end users
• Escalate issues to the relevant person/team, when appropriate to resolve issues within SLA.
• Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of tickets
• Help create technical documentation and manuals
• Ability to direct unresolved issues to the next level of support personnel

Join Capita – Where Innovation Meets Opportunity 

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.

We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com 

What's in it for you?

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career 

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

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