Service Desk Apprentice

Service Desk Analyst – Role Description

Location:

Rochdale, OL16 1XU

Division:

IT Shared Services – Service Desk

Reports into:

Service Desk Team Lead

Grade:

ET

The way we work reflects the values at the heart of our business:

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.

Role Description

Located at the Service Centre in Rochdale, you will provide a quality technical first-line service to all customers of the Agilisys Managed Services section. The 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.

Key Responsibilities

• 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

Core hours are between Monday-Friday 8am-6pm on a shift basis, however, as the Service Desk is a 24/7 there may be some requirement to cover some weekend and night shifts on a rota basis.

As part of this role, we will process a Security Clearance check on behalf of our client organisation. Further details will be discussed during the recruitment/onboarding process.

Role Objectives

The role holder will 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.
• 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.

What we are looking for

• 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.