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24/7 Service Desk Analyst

Capita
Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

CAPITA are looking for 24/7 Service Desk Analyst to join their office in TannochsideWere supporting our clients as they adapt to the unprecedented circumstances brought about by COVID-19. Were currently recruiting for essential roles, which will help our clients deliver vital services for people and businesses at this time. All interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact. Its important to note that most of our sites are now closed and employees are working remotely where they can. Where offices are required to stay open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity.The welfare of our people is of paramount importance to us, and were doing everything we can to keep our employees and customers safe during this time.Key Responsibilities:

  • Be the first point of contact for our customers when they log a fault via the phone or email.
  • Log incoming faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
  • Work within strict SLAs to provide our customers with a timely resolution.
  • Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
  • Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly
  • Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
  • Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers systems.
  • Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
  • Provide support and carry out remote configurations and link checks for our field engineers
  • Actively monitor the networks using our network monitoring system Solarwinds
    • Required Skills/ Experience:The successful candidate should have, or working towards, Cisco CCNA qualification (or equivalent) and will have experience of the following;
  • Proven customer service/helpdesk/NOC experience
  • Excellent communication skills
    • All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capitas offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and were doing everything we can to keep our colleagues and customers safe during this time.Were an equal opportunity employer, which means well consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and were committed to creating an inclusive environment for all employees.

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