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2nd Tier Software Service Desk Analyst

Posted 26 February by Capita Ended

2nd Line Software Analyst


Competitive Salary & Benefits

About the role

This post is based in Chelmsford and has a primary responsibility of investigation, escalation and progression to closure of issues within the SIMS software and associated applications as used within schools. Occasional visits and attendance at customer events may be required alongside delivery of any reasonable request by a Team Leader or Manager as part of the business functions.

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 2nd line team to resolve customer issues

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

  • To investigate, attempt resolution or escalate retaining ownership

  • To identify trends and escalate as appropriate

  • To ensure regular fully detailed updates are added to open incident records within our Microsoft Dynamics 365 database

  • To follow data compliance processes

  • To mentor and train 1st and 2nd Line team members when requested

  • To attend customer events or visits in a support capacity which may occasionally require an overnight stay.

Your experience will include:

  • Previous experience working within a customer support or education environment

  • Ability to problem solve and analyse customer issues

  • Good communication skills and delivery of high customer service standards

  • Confident user of Microsoft Office Suite

  • 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.

Listen | Create | Deliver

Skills and Experience

  • Ability to problem solve and analyse customer issues
  • Good communication skills
  • Conscientious and self-motivated
  • Flexible and adaptable
  • Good time-keeping
  • Good knowledge of SIMS software modules would be an advantage.

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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.

Reference: 34560445

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