Service Desk Analyst

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

Job summary

A leading company is seeking a Service Operations Analyst for a 24/7 operational role involving shift work. The position focuses on monitoring network performance, troubleshooting devices, and managing incidents. Ideal candidates will possess strong communication skills and a willingness to learn new technologies, contributing to a dynamic team environment.

Benefits

23 days’ holiday (rising to 27)

Company-matched pension and life assurance

Cycle-to-work scheme

Paid maternity and paternity pay

Voluntary benefits including discounts

Paid day out for volunteering

Access to Employee Network Groups

Qualifications

• Good communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Keen to learn and adapt to new technologies.

Responsibilities

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

Skills

Communication

Problem Solving

Adaptability

Job description

We're currently looking for a Service Operations Analyst to join the team.

Job Description

This role is a 24/7 operational position, requiring shift work (4 days on, 4 days off), including nights.

Responsibilities

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

About You

• Good communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Keen to learn and adapt 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 to improve outcomes and focus on community priorities, managing tax, revenue collection, benefits payments, building control support, IT networks, and more.

What’s in it for You?

• 23 days’ holiday (rising to 27) with the option to buy extra leave.
• Company-matched pension, life assurance, cycle-to-work scheme, paid maternity, adoption, shared parental leave, paternity pay, and more.
• Voluntary benefits including discounts, health & wellbeing, travel, and technology.
• Paid day out for volunteering or charity work.
• Access to Employee Network Groups promoting diversity and inclusion.

Next Steps

If interested, notify your line manager, then click ‘Apply now’ to submit your CV and complete the application.

We are an equal opportunity and Disability Confident employer, committed to an inclusive recruitment process. For accessible formats or support, contact Iqbal at [e-mail] or call 07784 237318.

We encourage applications from female and ethnic minority candidates to promote diversity.

About Capita

Capita is a consulting, transformation, and digital services business dedicated to creating better outcomes for all stakeholders, operating across the UK, Europe, India, and South Africa with 55,000 employees.