Monitors network administration and maintenance operations; resolves network incidents to ensure the smooth-running of the network operation center.

Job Description

Capita are expanding! We are looking for a Service Desk Analyst to work in the Network Operations centre for TFL – based in West Malling, Kent. We are looking for a motivated team player to join our 24/7 team on a permanent basis.

This is an incredible opportunity for somebody with service desk experience who is looking for their next challenge. Team members that have worked in this role have moved into 2nd and 3rd line support, as well as change management and capacity management so there is scope for huge opportunities for ambitious team members.

The successful candidate will be a member of a Team responsible for efficiently and effectively resolving networking incidents and problems, maintaining client satisfaction whilst complying with Capita Network Services policies, procedures, and best practices. You will be working alongside both Network Engineering and Service Delivery Teams to deliver best in class service across a critical client base.

Required Skills/ Experience:

The successful candidate will have:

  • Proven customer service/helpdesk/NOC experience
  • Excellent communication skills
  • Experience working in an ITIL environment and adhering to strict SLA’s
  • Cisco CCNA qualification (or working towards) – Desirable
  • A keen interest and ambition for a career in Technology

    • Key Responsibilities:

  • Be the first point of escalation for customer generated calls
  • Log faults and service requests on our Remedy system, carry out initial diagnostics and look to resolve 95+% of all faults and requests.
  • Work within strict SLA’s to provide our customers with a timely resolution.
  • Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
  • Ensure the customer is kept informed of the progress of the fault and the system is kept updated regularly
  • Configure and troubleshoot faults on our Switches, routers, Dslams and modems (Cisco and Adtran)
  • Log and manage circuit faults (ADSL, SDSL, Ethernet, NGA, MPF, SMPF) on our third-party suppliers’ systems.
  • Liaise with 3rd party engineers/SMCs on the phone to work towards fault resolution
  • Provide support and carry out remote configurations and link checks for our field engineers

    • What’s in it for you?

  • A generous salary of £26,000 plus 15% shift allowance
  • Extensive opportunities for growth and career progression
  • 23 days holiday (rising to 27) with the opportunity to buy extra leave.
  • 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 plenty more.
  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.

    • 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 employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
  •  All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.