Service Desk Analyst - 6-Month Contract (Public Services)

Agilisys; Rochdale; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Enhanced Pension Scheme

Health Insurance

Life Assurance

Perks at Work

25 days annual leave

Job summary

Agilisys is seeking a Service Desk Analyst for a 6 month contract in Rochdale, UK. You will record incidents and service requests, communicate with users, and provide first-line support to resolve issues while contributing to continuous service improvements.

The ideal candidate has customer service experience in IT, strong problem-solving skills, and working knowledge of Windows OS and MS Office. The role includes a pension, health insurance, life assurance, and 25 days of leave.

Qualifications

• Experience in a customer service environment, preferably in IT.
• Strong problem-solving skills and analytical mindset.
• Ability to diagnose technical faults quickly over the phone using remote assistance tools.
• Knowledge of Windows operating systems, hardware, and software installation.
• Familiarity with standard business applications (MS Office, browsers, Exchange).

Responsibilities

• Record all incidents, service requests and RFCs in the Service Management Tool (SMT).
• Communicate with users by phone, email and intranet.
• Deliver high standard of customer care and own incidents.
• Participate in IT service improvement initiatives.
• Provide technically accurate solutions to users and customers.
• Aim to resolve 75% of incidents at first point of contact.
• Maintain SMT and related databases with user info and relocations.
• Update knowledge base with new articles and documentation.

Skills

Customer service

Problem solving

Analytical thinking

Remote support tools

Windows OS

Hardware & software

PC hardware

MS Office

MS Exchange

Job description

Agilisys is seeking a Service Desk Analyst for a 6 month contract in Rochdale, UK. You will record incidents and service requests, communicate with users, and provide first-line support to resolve issues while contributing to continuous service improvements.

The ideal candidate has customer service experience in IT, strong problem-solving skills, and working knowledge of Windows OS and MS Office. The role includes a pension, health insurance, life assurance, and 25 days of leave.