Capita Plc Hiring for Service Desk Analyst Job at Dublin , Ireland Full Time

Job title:

Service Desk Analyst

Job Description:

Help strengthen our Service Desk team as a Service Desk Analyst with Capita Technology Solutions in Sandyford, Dublin (currently home-based).

This role will provide an excellent opportunity for an individual with an IT Helpdesk background who wishes to develop their skills within an IT service desk environment.

As the Service Desk Analyst, you will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. You will be involved with involve ticket logging, processing, fault resolution, remote support and full responsibility for handling, escalations, follow up and customer service.

What you’ll be doing:

• First point of contact for Capita Customers
• Logging incidents and service requests from customers received via telephone, e-mail and customer portal and process accordingly
• Avoid service level breaches of tickets
• To provide an excellent customer service and value to end users
• Escalation of tickets to resolver groups when required
• Ensure customers are kept updated on progress of tickets
• Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
• Work in accordance to company policies, procedures and standards

What we are looking for:

• 1 – 2 years’ previous experience in a customer service desk environment
• Previous experience using helpdesk systems- (logging tickets)
• Excellent communication skills ( both written and verbal )- able to communicate technical solutions to non-technical individuals
• Good knowledge of different Windows OS – 7 / 8 / 10 etc.
• Previous experience using Active Directory, any experience using Citrix products is beneficial

Desirable

• Experience in an IT service desk environment or onsite IT delivery.
• Knowledge of ITIL processes- ITIL v3 certification is beneficial- although not essential

About Capita IT Services:

Capita IT Services is part of Capita plc, the UK’s leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We are a leading IT services company that provides cloud based and infrastructure services to public, private and third sector organisations and specialist managed IT services in the education, government, utilities and charities sectors.

We work in partnership with our customers to gain a deep understanding of their organisation and then create a technology strategy to support transformation, drive operational efficiency and reduce costs. Making IT work better for customers is our ultimate goal.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• 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

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

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 employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.

Location:

Dublin

,

Ireland

Time Type:

Full time

Contract Type:

Permanent