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Capita
,
Sheffield, South Yorkshire
Service Desk Analyst
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Job Type: Full-time |
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Overview
Becoming an IT Service Desk Analyst with Employee Solutions: Capita Employee Benefits are seeking a Service Desk Analyst to join their team. Working as part of a team to become the primary contact point for the IT service related calls of a distributed IT infrastructure and business applications What you'll be doing: Act as initial point of contact for existing IT issues and escalations in addition to the overall monitoring of call progression through the service management toolset. Logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate Ensure efficient escalation of higher priority calls (ie P1's and Major Incidents) to IT Managers. Deliver effective and targeted communication of issues and updates as appropriate to customers. Identify and report risks and breaches immediately to your line manager and/or the Operational Risk & Compliance Department. Complying with all relevant security policies, quality policies, FCA regulations, Pensions regulations and department development standards. What we're looking for: Demonstrate an ability to use Microsoft Office applications to produce fit for purpose team documents as well as possible customer documentation Demonstrate an ability to use Microsoft Office Excel in order to analyse and work with large volumes of data Must be able to demonstrate good customer service skills through experience and/or qualifications (ie NVQ) Must be able to demonstrate excellent communications skills (both written and verbal) Demonstrate an ability to work clearly, concisely and accurately at all levels and across multi-disciplined teams. About Employee Solutions Capita Employee Solutions is one of the largest employee benefits consultancies in the UK; a multi award-winning organisation servicing over 1,600 clients and more than 4 million company employees and pension scheme members. Our vision is to be the leading integrated, technology-enabled administration and consultancy business in the employee benefits market. Joining our team here, you'll deliver transformational consultancy and administration services, underpinned by market-leading technology. Employee Solutions are part of Capita Plc, a leading UK provider of technology enabled business services. We're supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves and people are valued for their differences. We're always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you'll have the opportunity to grow and develop your career in any number of directions. What's in it for you? A competitive basic salary 23 days holiday (rising to 27) with the opportunity to buy extra leave Opportunity to gain an apprenticeship in Bids and Proposals Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave…and plenty more Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology At our Sheffield office, you'll also benefit from an onsite canteen and close to the Sheffield centre with good transport networks. 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. If you have any questions you'd like to ask before applying, you can contact . 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.