Service Desk Analyst (6 months FTC)

Located in Rochdale, the IT Service Desk role at Agilisys Managed Services involves providing technical first-line support to customers. The main responsibilities include recording incidents and service requests, aiming to resolve 75% of incidents received, and delivering high-quality customer care. The role requires working on a shift basis, including potential weekend and night shifts, and knowledge of Microsoft Windows operating systems and hardware/software installation and support.

• Accurately record all calls offered by phone or email into the Service Management Tool (SMT)
• Communicate with users by phone, email, and 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
• Update the Knowledgebase by adding articles and supplying new documentation
• Continuously communicate with internal customers to provide updates on incident resolution
• Liaise directly with external maintenance suppliers
• Work on a shift basis, including potential weekend and night shifts on a rota basis
• Process a Security Clearance check on behalf of the client organization
• Have ongoing objectives alongside other specific objectives that will be set from time to time
• Experience of working within a customer service environment, preferably within IT
• Good problem-solving aptitude and skills
• Positive analytical attitude to support process and performance improvement
• Ability to diagnose technical faults quickly and accurately over the telephone, using remote assistance tools and techniques
• Knowledge of current Microsoft Windows computer operating systems
• Knowledge of hardware and systems software installation and support
• Knowledge of PC hardware components

• 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

• 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)