Service Desk Analyst — 1st Line IT Support for Public Services

Agilisys; Rochdale; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading digital transformation firm in Rochdale seeks a Service Desk Analyst to provide first-line technical support. The role involves incident management, delivering high-quality customer care, and aiming to resolve incidents efficiently. Ideal candidates possess strong problem-solving skills and experience in customer service, particularly within IT. The position offers career development opportunities and health benefits.

Benefits

Enhanced Pension Scheme

Health Insurance

Life Assurance

Exclusive discounts via 'Perks at Work'

25 days annual leave

Qualifications

• Experience of working within a customer service environment, preferably within IT.
• Good problem-solving aptitude and skills.
• Knowledge of current Microsoft Windows computer operating systems.
• Ability to diagnose technical faults quickly and accurately.

Responsibilities

• Record all incidents and service requests via phone or email.
• Provide technically accurate solutions to users.
• Aim to resolve 75% of incidents on first contact.
• Update the SMT and maintain databases.
• Communicate updates on incident resolutions.

Skills

Customer service experience

Problem-solving

Technical fault diagnosis

Knowledge of Microsoft Windows

Knowledge of hardware and software installation

Job description

A leading digital transformation firm in Rochdale seeks a Service Desk Analyst to provide first-line technical support. The role involves incident management, delivering high-quality customer care, and aiming to resolve incidents efficiently. Ideal candidates possess strong problem-solving skills and experience in customer service, particularly within IT. The position offers career development opportunities and health benefits.