Service Desk Analyst

Full time

Job ID: 10111794

Newtownabbey

Permanent

Hybrid

Posted on
25 June 2025
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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

We are seeking a highly motivated and skilled Service Desk Analyst to join our dynamic IT team. The successful candidate will be responsible for providing first-line technical support to our employees and clients, ensuring that all IT-related issues are resolved promptly and efficiently.

Key Responsibilities:

  • Provide first-line technical support to employees and clients via phone, email, and in-person.
  • Diagnose and resolve hardware, software, and network issues.
  • Escalate complex issues to the appropriate IT team members.
  • Maintain accurate records of all support requests and resolutions.
  • Assist with the setup and configuration of new hardware and software.
  • Conduct regular system maintenance and updates.
  • Provide training and support to end-users on various IT systems and applications.

What we are looking for:

  • Proven experience as a Service Desk Analyst or in a similar role.
  • Strong knowledge of IT systems, hardware, and software.
  • Excellent problem-solving and communication skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.
  • Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita’s businesses and clients. We work collaboratively with Capita’s divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita’s clients and businesses while ensuring secure, resilient and predictable service delivery. Technology and Software Solutions brings together 5000+ colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita’s businesses and clients.

What’s next?

If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.

Equal Opportunities

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.

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.

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