Service Desk Apprentice

1 week ago

Rochdale, United Kingdom Agilisys Full time

**Service Desk Analyst - Role Description**

**Location**:
Rochdale, OL16 1XU

**Division**:
IT Shared Services - Service Desk

**Reports into**:
Service Desk Team Lead

**Grade**:
ET

**The way we work reflects the values at the heart of our business**:
**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.

**Role Description**

**Key Responsibilities**
- 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

Core hours are between Monday-Friday 8am-6pm on a shift basis, however, as the Service Desk is a 24/7 there may be some requirement to cover some weekend and night shifts on a rota basis.

As part of this role, we will process a Security Clearance check on behalf of our client organisation. Further details will be discussed during the recruitment/onboarding process.

**Role Objectives**

The role holder will have ongoing objectives alongside other specific objectives that will be set from time to time.
- 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.

**What we are looking for**
- Knowledge of current Microsoft Windows computer operating systems.
- Knowledge of hardware and systems software installation and support.
- Knowledge of PC hardware components and peripherals.

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