Service Desk Analyst

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

Job summary

A leading company Capita is seeking a Service Desk Analyst to provide first-line support for incident resolution. In this full-time role, you will assist customers with technical issues, log service requests, and escalate problems when necessary. Your skills in troubleshooting, excellent customer service, and effective communication will be crucial for ensuring a high level of user satisfaction.

Qualifications

• Experience in 1st Line IT support.
• Ability to diagnose and resolve basic IT issues.
• Excellent communication skills and customer service orientation.

Responsibilities

• Provide first-line support for incident resolution.
• Log incidents and service requests from various channels.
• Guide users with remote troubleshooting instructions.

Skills

Customer Service

Technical Troubleshooting

Communication

Job description

Provide the first line of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.

Job title:

Service Desk Analyst

Job Description:

First point of contact for Capita Customers, providing 1st Line diagnosis and resolution Logging incidents and service requests from customers received via telephone, email, chat and customer portal (DWP), and process accordingly Providing remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues. Ability to diagnose complicated windows related issues and find out the root cause. Ability to guide users with simple, step-by-step instructions where remote access is not possible. Ability to perform remote troubleshooting and provide clear instructions to end users Escalate issues to the relevant person/team, when appropriate to resolve issues within SLA. Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of tickets Help create technical documentation and manuals Ability to direct unresolved issues to the next level of support personnel

Location:

Newtownabbey

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent