What you’ll be doing:

• To provide support to external clients, escalating issues as necessary.
• Take ownership of customer Incidents to ensure timely and effective solutions are provided.
• Thoroughly investigate reported Incidents/Defects through fact gathering and remote support.
• First line of defence in finding the root cause of an issue
• Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
• To ensure that service level agreements are met and that both internal / external customers receive a timely response to their requests.

What we’re looking for:

• Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertise
• Excellent analytical, process-oriented, organisational and problem-solving skills
• Relevant Application Support / Software Support experience
• Understanding of databases such as SQL, Progress – ability to read code
• Works effectively within a team.

Desirable:

Experience with any of the following technologies / disciplines

• Working knowledge of IIS and Web Architecture
• Capita Open Housing
• Housing associations, charities or authorities
• ServiceNow
• Data interrogation and analysis (e.g. Excel, CSV, XML, SQL etc.)
• ITIL
• Progress Database
• SQL Server / SQL Server Management Studio

About CapitaOne

At Capita ONE, we’re keeping society moving. Our technology is helping deliver public and community services which make the difference to children, young people and families. We’re partnering with 120 local authorities and 200 of the UK’s largest housing providers to support them with everything from social housing to social care, benefits and payments. Our team is passionate about people and many of them have come to us directly from local authorities and the public sector. Join us and discover better ways to support people in achieving happy, fulfilled lives.

What’s in it for you?

• 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

Don’t forget, you’re part of a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.