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Service Desk Analyst

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Blenheim Chalcot

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Location:
United Kingdom , Rochdale

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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 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

Requirements:

  • 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 and peripherals
  • Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients
What we offer:
  • 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)

Additional Information:

Job Posted:
December 27, 2025

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