Service Desk Analyst

Job title

Service Desk Analyst

The Capita SPEN Network Operations Centre (NOC) is looking for an experienced Service Desk Analyst to supplement our support team. As a service desk analyst, you are the primary point of contact for our customers, handling incoming calls, emails and incident management via our ITMS tool. Responding to all our customer needs and ensuring all work is within our contractual SLAs.

The successful candidate will be 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.

This role is based in Kirkintilloch, Scotland. You will be required to work core hours Monday – Friday.

This role requires a person with strong communication and organisational skills, with an ability to quickly build rapport with key stakeholders and external customers. The successful candidate will have demonstrable experience of supporting critical services, ideally within a technical environment.

• Be the first point of contact for our customers when they log an Incident via our ITMS tool, telephone or email whilst working within strict SLAs
• Utilise structured questions to capture all relevant customer information to enable swift prioritisation and resolution of incidents
• Log incoming Incidents within our ITMS system
• Liaise with 24/7 Shift Leads and Senior Engineers to ensure incident tickets are assigned to an appropriate resource
• Actively monitor Incidents to ensure they remain up to date and are progressing to meet strict SLAs
• Ensure customers are kept informed of the progress of Incidents
• Act as point of escalation/support for team members to resolve any process or system issues

• 3+ years working in a Service Desk, preferably within a technical environment
• Excellent communication skills both written and verbal
• Experience working in an ITIL environment and adhering to strict SLAs
• Networking or Telecoms knowledge is a distinct advantage

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.

Utilising your revenues knowledge, you will champion learning and development within our back offices, ensuring all aspects of employee development from new starter and up‑skill training through to ongoing support development.

• A competitive basic salary
• 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
• Auto‑enrolment to our company 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
• 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

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward‑thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.

? Customer first, always ?? Fearless innovation ✅ Achieve together ? Everyone is valued

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.