Service Desk Functional Analyst

Capita plc; City Of London; Remote; GBP 36,000 - 44,000; Full time

Job summary

A public service outsourcing company is seeking a Service Desk Functional Analyst to support the design and implementation of Service Desk operations for a strategic client programme. This remote position involves contributing to the Service Blueprint, assisting in service design, and engaging in client workshops. Candidates with experience in service design and problem-solving skills are encouraged to apply. A competitive salary up to £43,500, plus benefits, is offered.

Benefits

Salary up to £43,500

Home-based position

23 days' holiday, rising to 27

Paid volunteering day

Company pension and life assurance

Access to Employee Network Groups

Qualifications

• Experience supporting service transition and testing activities.
• Ability to align service design with out-of-the-box technical capabilities.

Responsibilities

• Contribute to the creation of the Service Blueprint and High-Level Operating Model for the Service Desk.
• Participate in workshops to support service integration.
• Support quality assurance of service design and compliance with standards.

Skills

Experience in Service Design and Operating Model development for Service Desk operations

Proactive problem-solving and issue resolution skills

Understanding of phased service transitions

Job description

Join Capita Public Service as a Service Desk Functional Analyst

Capita is seeking an experienced Service Desk Functional Analyst to support the design and implementation of Service Desk operations for a strategic client programme. This is a unique opportunity to contribute to a multi-phase transformation initiative focused on delivering high-quality, user-centric service experiences.

Reporting to the Capita Service Desk Functional Lead, you will assist in the development of Capita's Service Desk service design, ensuring alignment with client requirements and Capita's solution capabilities. You'll contribute to the Capita Service Blueprint and Operating Model, support the creation of Standard Operating Procedures and test scripts, and help ensure a seamless user experience across Capita and its strategic client.

Ready to help shape the future of Service Desk delivery in a major transformation programme? Apply now!

What you'll be doing

• Contribute to the creation of the Capita Service Blueprint and High-Level Operating Model for the Service Desk
• Participate in workshops with client and third-party SMEs to support service integration
• Assist in developing detailed service designs with a focus on user experience
• Provide input to training and testing teams to ensure alignment with service procedures
• Support alignment of service design with Capita and ERP solution capabilities
• Present updates in the End-User Forum and gather feedback for iterative design
• Attend daily stand-ups and cross-functional meetings to support progress and issue resolution
• Respond to client and third-party queries regarding service design alignment
• Support quality assurance of service design and compliance with standards
• Contribute to service transition planning and dress rehearsals
• Assist in resolving service-related issues during early operational rollout

What we're looking for

Essential Skills & Experience

• Experience in Service Design and Operating Model development for Service Desk operations
• Background in shared service environments and multi-party implementation programmes
• Understanding of phased service transitions and interim operating states
• Proactive problem-solving and issue resolution skills
• Experience supporting service transition and testing activities
• Ability to align service design with out-of-the-box technical capabilities

Desirable Skills & Experience

• Experience with Government Digital Service (GDS) methodology
• Experience with Oracle Fusion ERP implementations
• Familiarity with WCAG 2.2 Accessibility standards and testing tools
• Background in user experience-based service design
• Awareness of political and regulatory complexity in public service delivery
• Understanding of digital accessibility, inclusion and ethics

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

What's in it for you?

• Salary of u p to 43,500 plus benefits
• Home-based position
• 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 exciting opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

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 want everyone to have the best chance of succeeding as they move through their application and start their career with us. 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]

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.