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1st Line Service Desk Analyst - Chelmsford

Posted 9 March by Capita Ended

1st Line Service Desk Analyst


Competitive Salary & Benefits

About the role

As part of the Service Desk team operating in an ITIL environment, you will be responding to telephone calls from IT users within the education sector and helping them resolve software support on Capita's SIMS system, Technical support on Microsoft products and general hardware issues.

The Service Desk is viewed as a great platform to learn and support the company systems before being considered for other more technical IT jobs as well as Leadership and management roles.

Here at Capita Education Software Services we have a proven track record of developing and promoting our team members. Almost 90% of our 2nd line and management teams started their careers with Capita on our 1st line team. We invest in all our new team members by putting them through our induction and training programs, giving them an excellent grounding in our culture, beliefs and products and more importantly our

About Capita | Education Software Services

Capita Education Software Services are experts in helping schools and Children's Services departments manage children's data. Our management information systems enable better decision making and allow those who work with children to spend less time on meaningless administration. Visit to find out why our systems are trusted by 22,000 schools and 120 local authorities to manage their information on more than 6 million children.

What you will do:

  • To work as a member of the 1st line team to log/update contacts made to our Service Desk using the CRM Dynamics.

  • To provide support on a range of software and technical issues to our customers using the telephone, email and remote access tools.

  • To investigate, capture and record quality data.

  • To attempt resolution or escalate to 2nd line support.

  • To work to standard operating procedures and instructions

  • To work to agreed targets and objectives

  • To undertake and engage in other such duties as required from time to time as directed by the First Line Team Leader or Management.

Your experience will include:

  • Previous Support/Service Desk or Call Centre experience

  • Able to keep up to date with the latest technological advances

  • A good logical approach to problem solving

  • Good communication and presentation skills

  • The ability to empathise with schools staff at all levels

  • The ability to build up a good rapport with schools staff at all level

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, , company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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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.

Required skills

  • Essential Skills<br /><br />&bull; Able to work on own or as part

Reference: 34645102

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