Service Desk Analyst

Capita; Kirkintilloch; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading public service provider in Kirkintilloch is seeking an experienced Service Desk Analyst. This role requires handling customer support requests and ensuring compliance with SLAs. The ideal candidate has over 3 years in a Service Desk environment and strong communication skills. The position offers a competitive salary, holiday benefits, and opportunities for career growth.

Benefits

Competitive basic salary

23 days' holiday (rising to 27)

Opportunity for paid volunteering

Company pension and life assurance

Voluntary lifestyle benefits

Qualifications

• 3+ years working in a Service Desk, preferably within a technical environment.
• Experience working in an ITIL environment and adhering to strict SLAs.
• Networking or Telecoms knowledge is a distinct advantage.

Responsibilities

• Be the first point of contact for customers when logging Incidents.
• Log incoming Incidents within our ITMS system.
• Ensure customers are kept informed of the progress of Incidents.

Skills

Excellent communication skills

Organisational skills

Customer handling skills

Job description

Overview

Job title: Service Desk Analyst

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, ensuring we meet our contractual SLAs.

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

This role requires someone with 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

• Utilise structured questions to 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 SLAs

• 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.

Utilising 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 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 our Talent Acquisition team - [e-mail]

Location

Kirkintilloch, United Kingdom

Time Type: Full time

Contract Type: Permanent