Lead Analyst developing and delivering customer engagement, credit, and pricing strategies for a finance business. Utilizing analytical techniques and collaborating with cross - functional teams to optimize portfolio management.
About the role
- Service Desk Analyst providing first line technical support for Capita customers. Log incidents and provide remote assistance while ensuring excellent customer service.
Responsibilities
- 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, 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
Requirements
- Previous experience of working on a Service Desk is essential for this role
- Excellent verbal and written communication skills
- Experience of call logging software e.g., Remedy
- Knowledge of Windows Desktop operating systems
- Experience or good understanding of Microsoft O365 and Active Directory
- Support of desktop applications including MS Office suite
- Experience with remote desktop support would be an advantage
- Awareness of ITIL framework
Benefits
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- company matched pension
- life assurance
- 15 weeks’ fully paid maternity, adoption and shared parental leave
- paternity pay of two weeks
- volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
- 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
- opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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