Application Support Analyst

20000.00 - 22000.00 GBP Annual + GBP20000 - GBP22000/annum
16 Mar 2017
30 Mar 2017
Contract Type
Full Time

The ONE Service Desk provides support expertise to Capita One customers and to the Capita One business. The Service Desk has a primary remit to provide expertise covering product support to subscribed customers. The team is also required to provide help, support and knowledge sharing to the rest of the business.

The team consists of knowledgeable personnel with a customer service focus. Fundamental to the role of Service Desk Analyst is effective resource management and technical competency.

The post holder will be expected to be a highly motivated individual who works well within the team and aims to reach and exceed targets and standards set by their team leader and Support Services Manager.

The Service Desk Analyst has a responsibility to ensure that service levels are met and that both customers and internal departments receive a timely response to their requests.

About Capita

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

Key Responsibilities

* Take ownership of customer Incidents and ensure timely and effective solutions are provided.
* Thoroughly investigate reported Incidents and Defects through fact gathering and remote support.
* Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
* Contribute towards Knowledge Management in the wider business, become a subject matter expert and product virtuoso.
* Adhere to and improve upon current Service Desk Procedures.
* Remain customer focused at all times.

Other responsibilities
* Identify patterns in software usage and potential training opportunities.
* Use expertise to influence enhancement of products with Product Managers.
* Prioritise customer Incidents and escalate where appropriate.
* Input experiences to team meetings and stand-ups to make others aware of progress. * Previous customer service experience in software/IT or demonstrable passion for it.
* Troubleshooting skills.
* Working knowledge of Microsoft Office.
* Experience of other Microsoft products. * Experience with any of the following technologies / disciplines:
o Capita ONE
o Oracle / SQL+
o Microsoft SQL server
o Windows Server 2003 / 2008 /2012
o Windows XP, Vista, 7, 8
o .NET , VB script , Crystal Reports
o Dynamics CRM
o Citrix
o Active Directory
o Report Writing
o ITIL v3
o Agile methodologies
* An understanding of the factors and issues affecting Local Government i.e. Children's Services, Social Care or Education.
* Experience in a software support role.
* Technically minded.
* Commercial acumen * Strong customer service awareness.
* Responsiveness to impact and urgency.
* Takes proactive ownership.
* Always ready and willing to improve.
* Self-motivated and resourceful.
* Effective communicator, written and verbal.
* Works effectively in a team.

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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.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check