Service Desk Analyst

Capita plc; Kirkintilloch; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading service provider in Kirkintilloch is seeking a Service Desk Analyst to join their Network Operations Centre. The successful candidate will be responsible for handling incoming requests and resolving networking incidents, ensuring client satisfaction while adhering to SLAs. Strong communication and organizational skills are essential for this role.

Qualifications

• Demonstrable experience in supporting critical services, ideally within a technical environment.
• Ability to quickly build rapport with key stakeholders and external customers.
• Responsible for resolving networking incidents and maintaining client satisfaction.

Responsibilities

• Handle incoming calls, emails, and incident management via ITMS.
• Ensure compliance with contractual SLAs.
• Work alongside Network Engineering and Service Delivery Teams.

Skills

Strong communication skills

Organisational skills

Experience with ITMS or similar tools

Job description

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

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