At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues via phone and email.
- Company: Join Agilisys, a leader in digital transformation for public services.
- Benefits: Enjoy 25 days annual leave, health insurance, and a great pension scheme.
- Other info: Dynamic work environment with opportunities for continuous learning and growth.
- Why this job: Make a real impact on public services while developing your tech skills.
- Qualifications: Customer service experience in IT and strong problem-solving skills required.
The predicted salary is between 20700 - 25300 £ per year.
Location: Rochdale, UK
Division: Agilisys Managed Services
Reports to: Service Desk Manager
Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services? Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences? Do you want to have the opportunity to provide a quality technical first-line service to all customers, aiming to satisfactorily resolve 75% of incidents received? If so, we would love to hear from you!
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 organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.
Our values:
- Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.
- Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.
- Innovation: we bring together the right technologies and services to design solutions that work.
- Passion: we are passionate about - and dedicated to - public services and improving people’s lives.
The role
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.
Specific duties:
- Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).
- Communicate with users 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.
Opportunity
This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. As a Service Desk Analyst, you will have the chance to work in a dynamic and innovative environment, where you will be able to make a real difference to the delivery of public services.
About you
The ideal candidate will have a track record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.
The ideal candidate:
- 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.
What we can offer you
This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. Benefits include:
- 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)
Eligibility and compliance
Do you have the right to work in the UK for the role you are applying for? 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.
Service Desk Analyst employer: Agilisys
Agilisys is an exceptional employer located in Bootle, Sefton, Liverpool, offering a dynamic work environment that fosters innovation and collaboration. With a strong commitment to employee growth, we provide opportunities for continuous learning and development, alongside a comprehensive benefits package including an enhanced pension scheme and generous annual leave. Our culture prioritises partnership and integrity, ensuring that every team member feels valued and empowered to make a meaningful impact in public services.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agilisys. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Agilisys before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Agilisys:Your cover letter is your chance to shine! Tell us why you want to work at Agilisys specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Agilisys!
How to prepare for a job interview at Agilisys
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
