Service Desk Analyst

Capita plc; Kirkintilloch; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Service Operations Analyst to join their team. This role involves monitoring network performance, troubleshooting technical issues, and providing excellent customer service. The position requires shift work and offers a competitive salary along with various employee benefits.

Benefits

Competitive salary

23 days' holiday, increasing to 27

Company-matched pension and life assurance

Cycle-to-work scheme

15 weeks' fully paid maternity leave

Voluntary benefits tailored to your lifestyle

Paid days off for volunteering

Access to Employee Network Groups promoting diversity

Qualifications

• Good communication and problem-solving skills.
• Proven customer service experience.
• Ability to work independently and as part of a team.

Responsibilities

• Monitoring network performance metrics such as latency, packet loss, and throughput.
• Performing technical configurations and troubleshooting faults on devices.
• Responding promptly to network alerts and managing incidents.

Skills

Communication

Problem Solving

Customer Service

Adaptability

Job description

We're currently looking for a Service Operations Analyst to join the team. This role is a 24/7 operational position, requiring shift work, including nights, with a pattern of 4 days on and 4 days off.

Responsibilities

• Monitoring network performance metrics such as latency, packet loss, and throughput to identify issues or anomalies.
• Performing technical configurations and troubleshooting faults on devices including routers, switches, and firewalls.
• Responding promptly to network alerts and managing incidents and service requests within contractual SLA.
• Escalating complex issues to higher-level engineers or vendors, providing detailed information and troubleshooting steps taken.
• Updating support requests regularly, informing customers of progress, and conducting handovers to shift colleagues as needed.

About You

• Good communication and problem-solving skills.
• Proven customer service experience.
• Ability to work independently and as part of a team.
• Keen to learn, adaptable to new technologies and processes, with a desire to develop technical and customer-facing skills.

About Us: Capita Public Service - LPS

Our world-class Local Government Services team supports local councils in improving outcomes and focusing on community needs. We handle tax and revenue collection, benefits payments, building control support, IT networks, accounting, and more—making it easier for councils to focus on frontline services.

Using your Revenues knowledge, you will promote learning and development within our back-office teams, supporting employee development from onboarding and upskilling to ongoing growth.

What’s in it for you?

• Competitive salary
• Starting with 23 days' holiday, increasing to 27, with options to purchase additional leave
• Company-matched pension, life assurance, cycle-to-work scheme, 15 weeks' fully paid maternity, adoption, and shared parental leave, paternity pay, and more
• Voluntary benefits tailored to your lifestyle, including discounts, health & wellbeing, travel, and technology
• The chance to take paid days off for volunteering with charity partners or causes of your choice
• Access to Employee Network Groups promoting diversity and inclusion

Next Steps

If you’re interested, inform your line manager and click 'Apply now' to complete our short application and submit your CV.

We are an equal opportunity and Disability Confident employer, committed to inclusive and barrier-free recruitment and workplaces. For alternative formats or support, contact Iqbal at [e-mail] or call 07784 237318. For more information, visit the Capita Careers website.

We actively encourage applications from women and ethnic minorities to promote diversity within our workforce.