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1st Line Support Analyst job in Bedfordshire

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Job Ref:  204571457
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Bedfordshire
City:  Bedfordshire
Post Code:  SG15
Salary:  £18000 - £22000/annum
19/10/2016 09:44
1st Line Support Analyst


Competitive Salary & Benefits

About the role

The 1st Line Support Analyst is responsible for dealing with incoming customer issues directly. An excellent telephone manner and a passion for excellent customer care are required along with a strong interest and awareness of IT, and a good understanding of industry standard Microsoft applications. An eagerness to learn new software is also required.

Problem solving skills, documentation skills and excellent use of the English language are essential.

Must be a team player, be able to remain focused and calm under pressure, and to always be able to sustain a professional outlook.

About Capita | Children's services

Capita Children's Services are experts in helping schools and Children's Services departments manage children's data. Our management information systems enable better decision making and allow those who work with children to spend less time on meaningless administration. Visit (url removed) to find out why our systems are trusted by 22,000 schools and 120 local authorities to manage their information on more than 6 million children.

What you will do:


Receive, log, process and resolve issues from customers, via incoming telephone calls, emails and support cases logged over the web.

Analyses, prioritises and solves problems raised via our Incident Management tool in line with business priorities

Maintain an up-to-date knowledge of the supported applications and related technologies, through training and self-learning/investigation.

Develop and maintain an up-to-date knowledge of issues related to the implementation of the supported applications and related technologies, in order to achieve a consistently high standard of customer support.

Ensure all procedures are suitably documented and published in accordance with service standards.

Prepares technical reports by collecting, analysing, and summarising information and trend

Your experience will include:


ITIL certification or other recognised IT qualification

Experience of working in a Service Desk environment and ticket management toolsets.

Exposure to IT related applications and associated technologies, either as an end-user or in a support capacity.

Strong customer focus

Be able to interact with team(s) and ensure full awareness of any issues

Should be able to demonstrate good listening skills, a professional telephone manner with a strong customer focus

Must be able to communicate orally and in written form clearly to customers and/or stakeholders.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, , company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

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.

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Capita 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
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