IT Service Desk Analyst – 6-Month Contract (First-Time Fix)

Liberis; Rochdale; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Enhanced Pension Scheme

Health Insurance

Life Assurance

Perks at Work discounts

25 days annual leave

Job summary

Agilisys is seeking a Service Desk Analyst for a 6 month contract in Rochdale, UK. You will log incidents, service requests and RFCs received via phone or email, and provide first-line technical support to public service clients.

You will aim to resolve 75% of incidents at first contact, update the Service Management Tool, and communicate progress to users while maintaining knowledge bases and collaborating with external maintenance suppliers.

Qualifications

• Customer service experience, IT preferred
• Good problem-solving aptitude
• Analytical mindset to support process and performance improvement
• Ability to diagnose faults quickly over the phone using remote tools
• Knowledge of Windows operating systems
• Familiarity with PC hardware and peripherals
• Experience with common Office apps (MS Office)

Responsibilities

• Record all incidents, service requests, and RFCs in SMT
• Communicate with users by phone, email and intranet
• Provide high standard of customer care and own incidents
• Participate in IT service improvement
• Aim to resolve 75% of incidents at first contact
• Maintain SMT accuracy with new user info and relocations
• Update knowledge base with new articles
• Liaise with external maintenance suppliers

Skills

Customer service

Problem solving

Analytical mindset

Remote support

Communication skills

Tools

Service Management Tool (SMT)

Job description

Agilisys is seeking a Service Desk Analyst for a 6 month contract in Rochdale, UK. You will log incidents, service requests and RFCs received via phone or email, and provide first-line technical support to public service clients.

You will aim to resolve 75% of incidents at first contact, update the Service Management Tool, and communicate progress to users while maintaining knowledge bases and collaborating with external maintenance suppliers.