Service Desk Analyst

Job Title: 1st line Service Desk Analyst Main Base: Hillview House, Belfast, BT36 7LQ Working Location: Home 6 (IT Dept), Ulster hospital site, BT16 1RH, Dundonald, Northern Ireland Shift: Rotational Shift between 08:00 to 18:00 Monday to Friday Start Date: March/April Salary: £17,000 Job Description: The 1st Line Support Analyst will provide ticket logging, technical support and ticket resolution to a range of internal and external customers. The role will involve processing, fault resolution, remote support and full responsibility for handling escalations & follow ups. This Role is working closely with customer resolver groups and the team is taking up to 4500 calls per month from health care professionals and aiming for a 57 first line fix rate. We are committed to accelerate and enhance our focus on emerging technologies to ensure our clients benefit from leading digital solutions, artificial intelligence, robotics, open data and Internet of Things. As a leading provider of IT and professional Services to some of the leading companies in the UK this is an opportunity for you to progress your career and build knowledge in a leading and forward thinking organisation. 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 you will do: Provide 1st Line diagnosis and resolution Maintain a high level of 1st time fix rates Logging incidents and service requests from customers received via telephone, email and customer portal and process accordingly To provide an excellent customer service and value to end users Escalation of tickets to resolver groups when required Prioritisation and management of workload and tasks, working within contractual Service Level Agreements Work in accordance to company policies, procedures and standards Essential: You will have a passion for IT Excellent verbal and written communication Good customer service skills Personable Excellent Phone Manner Problem solving ability Desirable: Experience within a 1st line/service desk position AND/OR educated to a degree level within a relevant IT subject Previous experience of using a ticket management system, 1st or 2nd line support Drivers with own car What's in it for you? At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do next Help us find out more about you by completing our short application process - click apply now