24/7 Service Desk Analyst
Capita plc
England , Surrey
8d ago

Becoming a 24 / 7 Service Desk Engineer with Capita IT Services

The Service Desk Engineer within the Network Operations Team. This team is a busy and dynamic team who are the central and 1st contact for our customers, field engineers and 3rd party suppliers.

What you will do :

Be the first point of contact for our customers when they log a fault via the phone or email. Log incoming faults on our system (BMC SDE Call Management Software), carry out initial diagnostics and look to resolve 95+% of all faults and requests.

Work within strict SLA’s to provide our customers with a timely resolution. Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.

Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly Configure and troubleshoot faults on our Switches, routers

Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third party suppliers systems. Liaise with 3rd party engineers / SMC’s on the phone to work towards fault resolution

Provide support and carry out remote configurations and link checks for our field engineers

Your experience will include :

Proven customer service / helpdesk / NOC experience

Excellent communication skills

CCNA or relevant IT network certification (CompTIA N+)

Experience working in an ITIL environment and adhering to strict SLA’s

About Capita IT Services

Capita Networking Solutions are part of our IT Services business, and we specialise on connecting businesses worldwide. We’re the UK’s leading network integrator and joining us you’ll build, integrate and manage some of the most advanced networks and ISP services for our clients.

We have an unparalleled track record in delivering and supporting complex connectivity requirements across Wide Area Networks (WAN), Local Area Networks (LAN) and Wireless technologies, and we excel at delivering voice network services, unified communications and collaboration services.

Capita IT Services are part of Capita Plc, the UK’s leading provider of business process management and integrated professional support service solutions.

Through quality solutions, tailored to our customers’ needs, we’ve helped countless organisations unlock value and maximise their potential.

With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What’s in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration with colleagues, customers and clients is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day’s holiday, pension scheme and access to a variety of voluntary benefit options.

These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless.

Our mission is to help you realise your potential whatever that means to you.

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