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• Service Desk Analyst
• Location: Derby
• Salary: £18,000

This is an exciting opportunity to join a dynamic market leading FTSE100 company in a role that will give the successful candidate the opportunity to develop their career within the IT industry.

As Service Desk Analyst you will be responsible for providing a first, and single, point of contact into Capita Services Desks for all supported businesses. You will be responding to calls placed via a variety of media, ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software.

You will take ownership of cases and ensure that they are resolved in line with the timeframe set out by the service level agreement.

Key responsibilities of this role include (but are not limited to)

• Responding to incoming requests, via a variety of media, against thresholds in line with the contracted service levels
• Providing problem diagnosis, using appropriate support tools and resolution for desktop problems. Assigning calls to correct third party queues where appropriate
• Providing a first class customer service experience; taking ownership of the problem that they have raised and ensuring that this is resolved in a timely and effective manner and where this is not possible it is escalated to the appropriate team or individual.

Essential skills and experience

• Experience of working in a Service Desk or support environment supporting a windows XP infrastructure
• Good understanding of Desktop Operating Systems
• Good understanding of MS Office Products
• Good understanding of different technologies, including telephony

Desired skills and experience

• Good knowledge of support tools used by IT Service Desk and Desktop Support teams is an advantage
• Understanding of MS Active Directory User Administration
• Understanding of ITIL principles

Personal Attributes

• Exceptional customer service skills
• Excellent communication skills
• Strong interpersonal and communication skills, particularly customer facing skills including listening skills.
• Problem solving and analytical skills
• Strive for excellence - premium customer service provider
• Flexible to new technologies.

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

Capita 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.