Incident Handler job in Birmingham at Capita Internal Resourcing

Incident Handler

Company: Capita Internal Resourcing

Location: Birmingham UK

Date Posted:May 02, 2018

Becoming an Incident Handler with Capita ICTDS:The role of an Incident Handler is to take the calls on the Service Desk and contribute to the Service Desk targets of answering 80% of the calls within 20 seconds. Along with voice calls, the Incident Handler will be responsible for maintaining other forms of communication that Birmingham City Council use to get in touch with the Service Desk including external mailboxes, processing Starters, Movers and Leavers, processing requests submitted via email. This also includes classifying, assigning or resolving any calls that are generated by end users via ICT Portal.What you will do:To answer calls within 20 seconds.To confirm the details of the caller, including name, username, computer name, location and telephone number.To update the caller details and ensure any changes in telephone number or location is subsequently updated in the contact details of ITSM tool.To record the issue the caller is reporting with a full description within ITSM tool.To use the Call Management software as a tool to guide the correct logging of an incident, using call scripts where applicable.Recording an incident capturing essential information on the software or hardware which is at fault, recording an IP address and unique PC identification tag.Ensuring the incident logged has the correct Category and Priority allocated to it followed by assigning the Incident to the appropriate resolving group that is responsible for supporting that application.Your experience will include:Experience of providing telephone support in a busy Helpdesk environment.Experience of working in a customer focused organisation.Experience of supporting Windows operating systems including Windows 2000/XP/7.Experience of supporting a range of PC based applications including MS Office 2003 and 2010.Experience of supporting email packages including Lotus Notes/MS OutlookExperience of using a Call Management System for the recording of incidents and requests. About Capita ICTDSCapita ICTDS is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with many staff across the UK, Europe, South Africa and India.ICTDS support Birmingham City Council and other public and private sector organisations in changing the way they work, using Information Communications Technology to pave the way. 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 (rising to 27), 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 nextHelp 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 [recruiter contact details] 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.| Become a Change Maker |Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita 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. View full job description
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