IT Support Analyst job in Hull at Capita

IT Support Analyst

Company: Capita

Location: Kingston upon Hull UK

Date Posted:May 18, 2018

About usThis is for a leading provider of communications services and IT solutions to organisations and consumers.   The three main markets that we provide a service for are Enterprises, Businesses and Consumers.  Your role This is an exciting and a unique opportunity to join a new Operations Centre providing end to end service and support to our customers.  You will be part of a talented team of Engineers passionate about delivering our brand promise and making life easier and better for every customer.You will be somebody with a passion for the customer; for learning new skills and behaviours and who has a strong team ethic focussed on delivering excellent customer service. With the opportunity to be part of something new and exciting and focussed primarily on the customer; there will be fantastic opportunities to develop and grow both interpersonally and technically.  In this role, you will provide first line technical support for all customers regarding their services and other related products to maximise customer satisfaction. You will be supporting both internal and external customers across a portfolio of products. Working in collaboration with other departments you will deliver support in line with agreed SLA's.What will I be doing?In conjunction with the customer, service provider(s), and inter-departmental colleagues, undertake detailed diagnostic and troubleshooting routines.Own incidents to resolution or, where unable to resolve, escalate to the correct senior team.Interface with customers both internal and external to provide an exceptional customer experience in the provision of Technical Support Provide support to Customers and staff through whatever medium is utilised within the OperationProvide exceptional customer service through proactive management of customer faults within Service Level AgreementsPresent suggested changes or additions to customer’s products which will offer continued value and performance whilst ensuring at all times, meeting their needs.Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical SupportSupport for the resolution of bespoke internet services provided to business customersRaise and chase all supplier faults in line with SLAs using provided systemsAdhere to all appropriate processes and procedures e.g. Incident Management, Complaints ManagementWhat do I need to do this job? ·         IT Support experience in a 1st line capacity ·         Good Customer Service background ·         Strong attention to detail ·         Excellent problem-solving skills ·         Strong stakeholder management and communication skills ·         Good level of MS Office skills·         Ability to multi-task·         Excellent organisational skills·         Ability to prioritise workloadWhat we can offer you?This is a growing, changing company which offers a lot of variety and opportunity for skills development and career progression. All necessary training ie systems, will be provided within the role. What are my hours of work?You’ll be working 37.5 hours per week, Monday – Friday 7am – 9pm, Saturday to Sunday 9am – 6pm (All hours will be on a rota basis).    Benefits You’ll get 25 days holidays per year, a pension, access to the flexible benefits scheme, the option to join the share scheme, and 4 times salary life assurance. View full job description
JobCentre Plus 8 months ago
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