Service Desk Analyst

Responsibilities

• Record all incidents, service requests, and requests for change (RFCs) via phone or email
• Communicate with users via phone, email, and intranet
• Deliver high standard customer care and take ownership of incidents
• Aim to resolve 75% of incidents at first point of contact
• Maintain accuracy of the Service Management Tool (SMT) and related databases
• Update the Knowledge base with new articles and documentation
• Liaise directly with external maintenance suppliers

Requirements

• Experience in a customer service environment, preferably within IT
• Strong problem-solving aptitude and analytical skills
• Ability to diagnose technical faults quickly via telephone and remote assistance tools
• Knowledge of Microsoft Windows operating systems
• Knowledge of hardware and systems software installation and support
• Knowledge of PC hardware components and peripherals
• Knowledge of Microsoft Office suites, web browsers, and Microsoft Exchange

Benefits

• Enhanced Pension Scheme
• Health Insurance
• Life Assurance
• Access to exclusive discounts through the Perks at Work scheme
• 25 days annual leave with option to buy more

About the Company

Agilisys is a leader in digital transformation for the public services sector, acting as a trusted partner for governments and local authorities to empower them through technology and data.