IT Support Analyst - Permanent - Cirencester

Posted on February 26, 2015

Contract Type:
Company: Capita
Salary: £20,000.00 - £22,000.00 /Year

Job Description:

Capita’s Further and Higher Education work in partnership with education and training organisations to help them optimise the management and exploitation of one of their most valuable assets – INFORMATION.

With our domain knowledge of the education industry together with the depth and strength of our organisation, we are uniquely positioned to be your solution partner in the delivery of a strategic solution


We are currently looking for an IT Support Analyst to provide assistance to clients (Universitys & Colleges) with any queries or problems relating to our in-house bespoke software system. You will ensure that clients receive a high quality support service in accordance with their software maintenance contract, whilst adhering to the policies and procedures of Capita Software Services.

Principal Responsibilities

  • Create and maintain cases in the central CRM system for all customer contact
  • Ensure all cases are cleared as quickly and efficiently as possible.
  • Keep client informed at all times of the progress of their support call and manage their expectations.
  • Follow all calls through to their satisfactory conclusion as agreed by the client.
  • Develop and maintain a high level of practical skills to guide and advise customers in matters relating to the F&HE software suite.
  • Administration and maintenance of central CRM, customer portal and client repository areas including the validation & collation of client contact details.
  • Administration, distribution and maintenance of licence inventories.
  • Management, creation and distribution of software fault, release & patch, user group and general customer notifications.
  • Assist with annual maintenance administration.
  • Use judgement as to whether client requests fall under their maintenance contract and to escalate appropriately if not.
  • Ensure that the Support Desk Team Leader is kept appraised with any issues that may impact client satisfaction and service levels.
  • Where appropriate document and request fixes and enhancements to the products, test any fixes and enhancements and supply to client.
  • To work in a systematic manner in accordance with the Company’s standard procedures and guidelines.
  • Other duties of a similar nature as may be required from time to time by the Company

Essential skills for the role:

  • Demonstrable ability to provide excellent Customer Service
  • Demonstrable ability to communicate clearly and concisely at all levels both verbally and in writing.
  • Be able to work under pressure and able to multi task effectively
  • Proven ability to work as part of a team and on own initiative.
  • Proficient in the use of using Microsoft Operating Systems & Microsoft Office suite

Desirable Skills:

  • Basic Operating System knowledge
  • SQL
  • Relational databases

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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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