Service Desk Analyst

Title: Service Desk Analyst (6 month contract)Location: Rochdale UKDivision: Agilisys Managed ServicesReports to: Service Desk ManagerAre you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public servicesDo you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiencesDo you want to have the opportunity to provide a quality technical first-line service to all customers aiming to satisfactorily resolve 75% of incidents receivedIf so we would love to hear from youABOUT USAgilisys 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 organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.OUR VALUESPartnership: 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 peoples lives.THE ROLEKey responsibilitiesThe 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.Specific dutiesDepending on the project you will need to be comfortable doing the following: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 intranetDeliver a high standard of customer care by taking ownership of incidentsTake part in IT service improvementProvide 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 Knowledge base by adding articles and supplying new documentation where appropriate.Continuous communication with internal customers to provide updates on incident resolutionLiaise directly with external maintenance suppliersOpportunityThis 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 chance to work in a dynamic and innovative environment where you will be able to make a real difference to the delivery of public services.ABOUT YOUThe 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.The Ideal CandidateExperience of working within a customer service environment preferably within ITGood 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.Knowledge of current Microsoft Windows computer operating systems.Knowledge of hardware and systems software installation and support.Knowledge of PC hardware components and peripherals.Knowledge of standard business applications e.g. current Microsoft Office suites popular web browsers Microsoft Exchange email clients.WHAT WE CAN OFFER YOU:This role will offer exposure to the right mix of challenges within a culture that promotes continuous learning and development.Benefits include: Enhanced Pension Scheme Health Insurance Life Assurance Access to exclusive discounts and offers through the companys Perks at Work scheme 25 days annual leave (with the option to buy more)PROCESSSimply submit your CV.By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role youhave applied for. You can ask us at any time to remove your CV from our database by emailing but please note that this means we will no longer consider you for the role you have applied have a rigorous recruitment process which we use for all our roles to ensure we attract the very best talent.Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective background identity and thought whilst also fostering an environment where everyone can express themselves regardless of your race religion sex gender colour national origin disability or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.Required Experience:IC Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full Time Experience: years Vacancy: 1