Capita – Remote Work From Home Jobs & Careers

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ANALYST – SERVICE DESK RESPONSIBILITIES

User support: Providing prompt and effective technical support to end-users by addressing their IT-related issues, troubleshooting problems, and offering guidance on the use of various software and hardware.
Incident management: Logging and tracking IT incidents or service requests, ensuring timely resolution, and escalating complex issues to the appropriate IT teams or higher-level support, if necessary.
System monitoring: Monitoring the performance and functionality of IT systems and networks to identify and address potential issues or anomalies, ensuring minimal disruption to the organization’s operations.
Documentation: Maintaining accurate and up-to-date records of incidents, service requests, and troubleshooting procedures, which can serve as a knowledge base for future reference and training purposes.
Communication: Providing clear and concise communication to end-users regarding the status of their reported issues, updates on ongoing incidents, and instructions for resolving common IT problems, fostering a positive user experience and customer satisfaction.

Technical proficiency: A strong understanding of various hardware, software, and IT systems is essential for diagnosing and resolving technical issues efficiently.
Problem-solving abilities: Strong problem-solving skills are necessary for analyzing and troubleshooting technical issues, identifying root causes, and implementing effective solutions in a timely manner.
Customer service: Excellent customer service skills are crucial for providing friendly and helpful support to end-users, ensuring a positive and professional experience during IT interactions.
Communication skills: Effective communication, both verbal and written, is essential for explaining technical concepts clearly to non-technical users, as well as for documenting incidents and solutions accurately.
Time management: Efficient time management is necessary for prioritizing and managing multiple tasks simultaneously, ensuring that IT incidents are resolved promptly and that service levels are maintained.