Service Desk Analyst - Tier 2

• Provide a first, and single, point of contact into Capita Services Desks for all supported businesses
• Responding to calls placed via a variety of media
• Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software, and following and adhering to stringent processes.
• Ensuring that all cases owned are resolved in accordance to the agreed Service Level Agreement
• (SLA)
• Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional at all times
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and Key Performance Indicators (KPIs) are met
• Training and mentoring new starters
• Dealing with high level escalations
• Feeding into and Supporting Line Manager with Service Improvement Plans (SIP's)
• Some Involvement in staff 121's, absence reviews and personal improvement plans (PIP's)
• Delivering a high rate of technical resolution
• Helping build a greater First Time Fix (FTF) capability within the Service Desk
• Promoting Shift Left where possible

Essential Experience/Skills:

• Strong background in customer service, preferably from within a Service Desk environment.
• MCP/MCSE would be an advantage
• Understanding of ITIL Disciplines
• Basic Citrix Administration
• Good understanding of MS Office Products
• Good understanding of Desktop Operating Systems
• Working knowledge of REMEDY
• Experience in LANDESK and or SCCM
• Exchange 2003/2010
• MCP/MCSE qualifications would be an advantage
• Strong background in customer service, preferably from within a Service Desk environment.
• MCP/MCSE would be an advantage
• Understanding of ITIL Disciplines
• Basic Citrix Administration
• Good understanding of MS Office Products
• Good understanding of Desktop Operating Systems
• Experience of working in a Customer Service or Service Desk support environment
• Excellent knowledge of support tools used by IT Service Desk and Desktop Support teams
• Understanding of MS Active Directory User Administration
• Understanding of ITIL principles
• Basic Citrix Administration skills
• Good understanding of MS Office Products
• Good understanding of Desktop Operating Systems

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.