Service Desk Analyst (6-Month Contract) - First-Time Fixer

Agilisys; Rochdale; Hybrid; GBP 24,000 - 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 based in Rochdale. You will log incidents, service requests and RFCs, and provide first-line technical support to internal and external users.

You will manage calls via the SMT, reply by phone and email, and aim to resolve 75% of incidents at first contact using remote assistance tools. The role offers a dynamic environment and opportunities to develop IT service skills.

Qualifications

• Experience in 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 operating systems.
• Knowledge of hardware and systems software installation and support.
• Knowledge of PC hardware components and peripherals.

Responsibilities

• Record all incidents, service requests, and RFCs in the 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).
• 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.

Skills

Customer service experience

Problem solving

Analytical mindset

Communication

Technical fault diagnosis

Windows operating systems knowledge

PC hardware knowledge

Remote assistance tools

Tools

SMT (Service Management Tool)

Remote control software

Job description

Agilisys is seeking a Service Desk Analyst for a 6 month contract based in Rochdale. You will log incidents, service requests and RFCs, and provide first-line technical support to internal and external users.

You will manage calls via the SMT, reply by phone and email, and aim to resolve 75% of incidents at first contact using remote assistance tools. The role offers a dynamic environment and opportunities to develop IT service skills.