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Call Analyst

Call Analyst

Posted 16 November by Capita
Ended

Becoming a Call Analyst with Capita Managed IT Solutions:

The Call Analyst will involve speaking to a wide range of internal and external customers, understanding the requirements and passing the call onto the relevant team (either 1st Line Support or 2nd Line Support). This role would be ideal for a recent graduate or school leaver with an interest in a career in IT looking for their first role. It's an exciting time to join Capita. We are committed to accelerate and enhance our focus on emerging technologies to ensure our clients benefit from leading digital solutions, artificial intelligence, robotics, open data and Internet of Things. As a leading provider of IT and professional Services to some of the leading companies in the UK this is an opportunity for you to progress your career and build knowledge in a leading and forward thinking organisation.

What you will do:

  • First point of contact for Capita Customers
  • Log incidents and service requests from customers received via telephone, email and customer portal and process accordingly
  • To provide an excellent customer service and value to end users
  • Escalation of tickets to resolver groups
  • Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
  • Work in accordance to company policies, procedures and standards

Your experience will include:

Essential:

  • Excellent verbal and written communication


Desirable:

  • You will have an interest in the IT sector

About Capita Managed IT Solutions

Capita Managed IT Solutions is part of our IT and Networking business and is a leading provider of IT Services delivering Cloud, End-to-End IT Solutions and IT Managed Services to the education, energy and utilities, health, public and private sector organisations. Hundreds of organisations across the UK and Ireland choose to use our flexible, professional and reliable managed IT solutions. Joining us, you'll deliver true digital transformation to businesses and organisations.

Managed IT Solutions are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers' needs, 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.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holiday, company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts. [

You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact Hannah Fraser () for guidance.

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.

Reference: 36634123

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