Service Desk Analyst 3 month FTC

at  Agilisys

ABOUT US

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

PROCESS

Simply submit your CV.
By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing talentacquisition@agilisys.co.uk – but please note that this means we will no longer consider you for the role you have applied for.
We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent.
Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce

KEY RESPONSIBILITIES

The Service Desk Analyst is a vital role within Agilisys and this role will be responsible for the recording of all incidents, service requests and requests for change (RFCs) that come to the Service Desk via phone or email, aiming to satisfactorily resolve 75% of incidents received, demonstrating an end-to-end customer service focused approach to call management.

SPECIFIC DUTIES

Depending on the project, you will need to be comfortable doing the following:

• Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (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), with or without the aid of remote-control software.
• Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc.
• Update the Knowledgebase 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