Service Desk Analyst

Capita; Glasgow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service provider in Glasgow is looking for a Service Desk Analyst to manage customer incidents, ensuring timely resolution and adherence to SLAs. The ideal candidate will have at least 3 years of experience in a Service Desk role within a technical environment, strong communication skills, and an understanding of networking. This full-time, permanent position offers competitive benefits including holiday entitlements and various employee perks.

Benefits

23 days’ holiday (rising to 27)

Company pension and life assurance

Voluntary benefits for lifestyle enhancement

Access to Employee Network Groups

Qualifications

• 3+ years of experience in a Service Desk role, preferably in a technical environment.
• Familiarity with ITIL and working under strict SLAs.
• Demonstrable experience of supporting critical services.

Responsibilities

• Act as first point of contact for customers logging incidents.
• Log incoming incidents within the ITMS system.
• Monitor incidents to ensure they progress in compliance with SLAs.

Skills

Excellent communication skills

Networking knowledge

Organizational skills

Job description

We have an exciting opportunity for a Service Desk Analyst to support our existing Service Desk / Network Operations Centre.

Job title:

Service Desk Analyst

Job Description:

The Capita SPEN Network Operations Centre (NOC) is looking for an experienced Service Desk Analyst to supplement our support team.

As a service desk analyst, you are the primary point of contact for our customers, handling incoming calls, emails and incident management via our ITMS tool. Responding to all our customer needs, making sure all within our contractual SLAs.

The successful candidate will be responsible for efficiently and effectively resolving networking incidents and problems, maintaining client satisfaction whilst complying with Capita Network Services policies, procedures, and best practices. You will be working alongside both Network Engineering and Service Delivery Teams to deliver best in class service across a critical client base.

This role is based in Kirkintilloch, Scotland. You will be required to core hours Monday - Friday.

This role requires strong communication and organisational skills, with an ability to quickly build rapport with key stakeholders and external customers. The successful candidate will have demonstrable experience of supporting critical services, ideally within a technical environment.

Responsibilities

• Be the first point of contact for our customers when they log an Incident via our ITMS tool, telephone or email whilst working within strict SLAs.
• Utilising structured questions, capture all relevant customer information to enable swift prioritisation and resolution of incidents.
• Log incoming Incidents within our ITMS system.
• Liaise with 24/7 Shift Leads and Senior Engineers to ensure incident tickets are assigned to an appropriate resource.
• Actively monitor Incidents to ensure they remain up to date and are progressing to meet strict SLAs.
• Ensure customers are kept informed of the progress of Incidents.
• Act as point of escalation/support for team members to resolve any process or system issues.

Experience

• 3+ years working in a Service Desk, preferably within a technical environment.
• Excellent communication skills both written and verbal.
• Experience working in an ITIL environment and adhering to strict SLA’s.
• Networking or Telecoms knowledge is a distinct advantage.

About us: Capita Public Service – LPS

Our world class Local Government Services team supports local councils to improve outcomes and focus on what matters in their communities. Managing tax and other revenue collection, benefits payments, building control support, IT networks, accounting and much more – we make it easier for council teams to concentrate on front line services.

Utilizing your Revenues knowledge, you will champion learning and development within our back offices, ensuring all aspects of employee development from new starter and upskill training through to ongoing support development.

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.
• Auto‑enrolment to our company 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.

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward‑thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always. Fearless innovation. Achieve together. Everyone is valued.

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.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.

Please email [e-mail] or call 07784 237318 and we’ll get back to you to discuss.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email [e-mail].

Location

Kirkintilloch, United Kingdom

Time Type

Full time

Contract Type

Permanent