Service Desk Analyst

Agilisys; Greater Manchester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Enhanced Pension Scheme

Health Insurance

Life Assurance

Perks at Work

25 days annual leave

Job summary

Agilisys in Rochdale, UK, is seeking a Service Desk Analyst on a six-month contract to deliver first-line IT support for public services clients. You will record incidents and service requests, triage, and provide timely updates to users.

The role emphasises customer care, problem solving and collaboration with internal teams. You will work with the SMT, aiming for a 75% first-time fix rate, and contribute to service improvements while upholding Agilisys values.

Qualifications

• Experience in a customer service environment, preferably IT.
• Strong problem-solving aptitude and analytical mindset.
• Ability to diagnose technical faults quickly over the phone.
• Knowledge of Microsoft Windows operating systems.
• Knowledge of PC hardware components and peripherals.

Responsibilities

• Record all incidents and service requests in SMT via phone or email.
• Communicate with users by phone, email and intranet.
• Deliver a high standard of customer care and take ownership of incidents.
• Contribute to IT service improvement.
• Provide technically accurate solutions to users.
• Aim to resolve 75% of incidents at first contact.
• Maintain accuracy of SMT and related databases.
• Update knowledge base with articles and docs.
• Provide updates to internal customers on incident resolution.
• Liaise with external maintenance suppliers.

Skills

Customer service

Problem solving

Analytical thinking

Telephone support

Windows OS knowledge

Hardware knowledge

Tools

SMT

Job description

Title: Service Desk Analyst (6 month contract)

Location: Rochdale, UK

Division: Agilisys Managed Services

Reports to: Service Desk Manager

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, aiming to satisfactorily resolve 75% of incidents received?

If so, we would love to hear from you!

About us

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 organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

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.

The role

Key responsibilities

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.

Specific duties

• 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 Knowledge base 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

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 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 you

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.

The ideal candidate

• 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.
• Knowledge of current Microsoft Windows computer operating systems.
• Knowledge of hardware and systems software installation and support.
• Knowledge of PC hardware components and peripherals.

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 company’s “Perks at Work” scheme
• 25 days annual leave (with the option to buy more)

Eligibility and compliance

Do you have the right to work in the UK for the role you are applying for?

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.