Service Desk Manager

Description:

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

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 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