Service Desk Analyst

We're currently looking for a Service Operations Analyst to join the team. Job title: Service Desk Analyst Job Description: We're currently looking for a Service Operations Analyst to join the team. This role is a 24/7 operational meaning you will be working shifts, 4 on, 4 off including nights. Responsibilities Monitoring network performance metrics, such as latency, packet loss, and throughput, to identify any issues or anomalies. Performing technical configurations and troubleshooting faults on devices including routers, switches, firewalls etc. Responding quickly to network alerts and notifications and managing and resolving incidents and service requests within contractual SLA. Escalation of complex issues to higher-level engineers or vendors for resolution, providing detailed information on issues and any troubleshooting steps taken. Ensuring all support requests are updated regularly, customers are informed of progress regularly, and where required conduct handovers to 24/7 shift-based colleagues. About You Good communication and problem solving skills Proven customer service experience. Able to work independently and as part of a team. Must be keen to learn and adapt to new technologies and processes and has the ability to further develop technical and customer facing skills. About us: Capita Public Service – LPS Our world class Local Government Services team supports local councils to improve outcomes and focus on what matters in their communities. Managing tax and other revenue collection, benefits payments, building control support, IT networks, accounting and much more – we make it easier for council teams to concentrate on front line services. Utilizing your Revenues knowledge, you will champion learning and development within our back offices, ensuring all aspects of employee development from new starter and upskill training through to ongoing support development. What in it for you? Competitive salary 23 days’ holiday (rising to 27) with the opportunity to buy extra leave 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 The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice 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: Looking to discover more? Let your line manager know, then choose ‘Apply now’ to fill out our short application and send us your CV. 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 Iqbal at 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. Location: Kirkintilloch , United Kingdom Time Type: Full time Contract Type: Permanent 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 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.