Analyst - Service Desk
Job ID: 10104382
Pune
Permanent
Office Based
Provide the first line of support for incident investigation and resolution for customers. Provide remote assistance & ticket resolution to a range of internal and external customers, responsible for handling escalations, follow ups and customer service.
Job Description
First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
Logging incidents and service requests from customers received via telephone, email, chat and customer portal (DWP), and process accordingly
Providing remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.
Ability to diagnose complicated windows related issues and find out the root cause.
Ability to guide users with simple, step-by-step instructions where remote access is not possible.
Ability to perform remote troubleshooting and provide clear instructions to end users
Escalate issues to the relevant person/team, when appropriate to resolve issues within SLA.
Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of tickets
Help create technical documentation and manuals
Ability to direct unresolved issues to the next level of support personnel
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.