Service Delivery Analyst

Service Delivery Analyst

Are you passionate about solving problems and making technology work for people? As a Service Delivery Analyst, you'll be the go-to expert for RPP staff, providing essential first-line IT support that keeps our operations running smoothly. From troubleshooting equipment and applications to managing user accounts and campus devices, your work will directly empower colleagues across the organisation. You'll also play a key role in maintaining permissions and SharePoint sites.

This position is hybrid, working from our office in Upavon 1-2 times a week. There may be the very rare occasion where travel is required to our sites across the UK to support the installation of IT equipment, adding a touch of variety to your working week.

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.

What You'll Be Doing

• Serve as the first point of contact for ICT-related queries, delivering first-line diagnosis and resolution
• Log incidents and service requests received via telephone, email, chat, and customer portals
• Provide remote technical support, including hardware setup, software installation and upgrades, and basic troubleshooting
• Diagnose and resolve Windows-related issues, offering step-by-step guidance when remote access isn't available
• Escalate unresolved issues to second-line support teams, ensuring resolution within agreed service levels
• Maintain high standards of customer service by keeping users informed of ticket progress and outcomes, and creating clear technical documentation and user guides

What We're Looking For

Essential

• Strong verbal and written communication skills
• Basic knowledge of Windows and the MS Office suite
• Ability to work independently and collaboratively, with a proactive approach to problem-solving
• Aptitude for IT and willingness to learn in a service desk environment
• Eligibility for Security Clearance

Desirable

• Experience with remote desktop support and awareness of the ITIL framework
• Understanding of SharePoint functionality and its practical applications
• Awareness of military recruitment processes and operational constraints

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

About Recruiting Partnering Project (RPP):

At Capita Recruiting Partnering Project, we're transforming the British Army's recruitment service. Our team are constantly improving the entire recruitment and selection process for both the Regular Army and the Reserves. Our mission is to make joining the Army a less daunting and more transparent experience. Join us and discover better ways to inspire people to become part of the Army.

What's in it for you?

• A basic salary of £24,043.50
• 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

Unlock your potential with Capita. 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 exciting opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always; fearless innovation; achieve together; everyone is valued