Service Desk Agent

What you’ll be doing:

• First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
• Logging incidents and service requests from customers received via telephone, email, and process accordingly.
• Answer telephone calls and incidents within SLA and follow agreed processes.
• 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

What we’re looking for:

• Excellent verbal and written communication skills
• Experience of call logging software e.g., Remedy
• Knowledge of Windows Desktop operating systems
• Experience or good understanding of Microsoft O365 and Active Directory.
• Support of desktop applications including MS Office suite
• Experience with remote desktop support would be an advantage
• Awareness of ITIL framework

About Capita Education:

Capita works in partnership with schools, academy trusts and local authorities to provide specialist expertise, ensuring every child and young person receives a good education, is in a safe and healthy environment and is given expert guidance to realise their full potential.

At Capita we provide traditional back office support services such as HR to schools and multi academy trusts. We also have a specialised education and skills support organisation, Entrust.

Entrust is a joint venture company between Staffordshire County Council and Capita and has supported educational establishments across England to improve outcomes since 2013.

As an education and skills support services organisation, we’re all about excellence in education, creating better outcomes and making things easier for our customers. It’s central to everything we do.

What’s in it for you?

• A competitive basic salary of £22,542
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

As part of our commitment to diversity, we recognise that we currently have lower numbers of female and ethnic minority staff. We therefore actively encourage applicants who are female and/or belong to an ethnic minority to apply for this role.'