Job description

About

We're currently looking for a Service Operations Analyst to join the team. We're currently looking for a Service Operations Analyst to join the team. This role is a 24/7 operational meaning you will be working shifts, 4 on, 4 off including nights.

Responsibilities

• Monitoring network performance metrics, such as latency, packet loss, and throughput, to identify any issues or anomalies.
• Performing technical configurations and troubleshooting faults on devices including routers, switches, firewalls etc.
• Responding quickly to network alerts and notifications and managing and resolving incidents and service requests within contractual SLA.
• Escalation of complex issues to higher-level engineers or vendors for resolution, providing detailed information on issues and any troubleshooting steps taken.
• Ensuring all support requests are updated regularly, customers are informed of progress regularly, and where required conduct handovers to 24/7 shift-based colleagues.

About You

• Good communication and problem solving skills
• Proven customer service experience.
• Able to work independently and as part of a team.
• Must be keen to learn and adapt to new technologies and processes and has the ability to further develop technical and customer facing skills.

About us: Capita Public Service - LPS

Our world class Local Government Services team supports local councils to improve outcomes and focus on what matters in their communities. Managing tax and other revenue collection, benefits payments, building control support, IT networks, accounting and much more - we make it easier for council teams to concentrate on front line services.

Utilizing your Revenues knowledge, you will champion learning and development within our back offices, ensuring all aspects of employee development from new starter and upskill training through to ongoing support development.

What's in it for you?

• Competitive 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:

Looking to discover more? Let your line manager know, then choose 'Apply now' to fill out our short application and send us your CV.

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.

As part of our commitment to diversity, we recognise that we currently have lower numbers of female and ethnic minority staff. We therefore actively encourage applicants who are female and/or belong to an ethnic minority to apply for this role.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.