Service Desk Analyst
Agilisys
Service Desk Analyst
Salary Not Specified
Agilisys, Rochdale
- Full time
- Permanent
- Onsite working
Posted 2 weeks ago, 17 May | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 9a3fb0775d6143299e0a68f077a90e33
Full Job Description
- Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services?
- Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences?
- Do you want to have the opportunity to provide a quality technical first-line service to all customers of the Agilisys Managed Services section?, The Service Desk Analyst is a vital role within Agilisys and this role will be responsible for the recording of all incidents, service requests and requests for change (RFCs) that come to the Service Desk via phone or email, aiming to satisfactorily resolve 75% of incidents received, demonstrating an end-to-end customer service focused approach to call management.
- Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
- Communicate with user by phone, email and via intranet
- Deliver a high standard of customer care, by taking ownership of incidents
- Take part in IT service improvement
- Provide technically accurate solutions to users and customers.
- Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote-control software.
- Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc.
- Update the Knowledgebase by adding articles and supplying new documentation where appropriate.
- Continuous communication with internal customers to provide updates on incident resolution
- Liaise directly with external maintenance suppliers
- Experience of working within a customer service environment, preferably within IT
- Good problem-solving aptitude and skills.
- A positive analytical attitude to support process and performance improvement.
- Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.
Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. - Enhanced Pension Scheme
- Health Insurance
- Life Assurance
- Access to exclusive discounts and offers through the company's "Perks at Work" scheme
- 25 days annual leave (with the option to buy more)
Specific duties
Depending on the project, you will need to be comfortable doing the following:
Opportunity
This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. As a Service Desk Analyst, you will have the opportunity to work in a fast-paced, customer-focused environment, where you will be able to develop your technical and customer service skills.
The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.,
OUR VALUES
Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.
Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.
Innovation: we bring together the right technologies and services to design solutions that work.
Passion: we are passionate about - and dedicated to - public services and improving people's lives.