Reporting to the Service Desk Manager, we are looking for an experienced Network Operations Centre Analyst, to join a team of up to 7 Network Operations Centre Analyst. The Network Operations Centre Analyst role is the front-line of our network operations team, critical to the successful support we provide. Primary communication with client Service Desks is via telephone and e-mail, both of which are continuously manned to ensure all Incidents and Service Requests are logged, analysed and communicated within contractual SLAs.

Job title:

Network Operations Centre Analyst

Job Description:

We have a new opportunity for a Network Operations Centre Analyst to join our diverse, established team in our Glasgow office. The Network Operations Centre Analyst role is the front-line of our network operations team, critical to the successful support we provide to a variety of customers.

Our ideal candidate will have strong communication and organisational skills, an ability to quickly build rapport with key stakeholders and external customers, whilst also acting as a point of escalation for others within the team. The successful candidate will be someone with demonstratable experience of supporting critical services, ideally within a technical environment.

The Network Operations Centre supports numerous major clients across WAN, LAN and WiFi technologies, monitoring and managing mission critical services. In addition to the Service Desk Team, the Operations team includes a 24/7 NOC and a number of 2nd/3rd Line Network Engineering Teams.

* The successful candidate must be eligible for Security Clearance*

What you’ll be doing:

• first point of contact for our customers when they log an Incident or Service Request via the telephone or email whilst working within strict SLAs

• utilising structured questions, capture all relevant customer information to enable swift prioritisation and resolution of incidents

• evaluate Service Requests, ensuring they contain all required information and comply with agreed templates

• log incoming Incidents and Service Requests within a BMC Remedy ticketing system

• liaise with 24/7 Shift Leads and Senior Engineers to ensure Remedy tickets are assigned to an appropriate resource

• actively monitor Incidents and Service Requests to ensure they remain up to date and are progressing to meet strict SLAs

• ensure customers are kept informed of the progress of Incidents and Service Requests

• act as point of escalation/support for team members to resolve any process or system issues

What we’re looking for:

• Excellent communication skills both written and verbal

• Customer service experience

• Service desk experience (advantageous)

• Ability to work from our Glasgow (Tannochside) office between 8:00-4:30pm Monday - Friday

About Capita Technology and Software:

Capita is the UK's leading provider of business process management and integrated professional support service solutions, with 55,000 staff across the UK, Europe, South Africa and India.

We are a leading IT services company that provides cloud based and infrastructure services to public, private and third sector organisations and specialist managed IT services in the education, government, utilities and charities sectors.

We work in partnership with our customers to gain a deep understanding of their organisation and then create a technology strategy to support transformation, drive operational efficiency and reduce costs. Making IT work better for customers is our ultimate goal.

What’s in it for you:

• A competitive basic 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:

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 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.

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.

Location:

Glasgow

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent