Service Desk Analyst: 1st Line IT Support (6m Contract)

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

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.