{"id":1049343,"url":"https://alion.io/job/agilisys-service-desk-analyst","title":"Service Desk Analyst","company":{"id":449643,"name":"Agilisys","domain":"agilisys.co.uk","url":"https://alion.io/company/agilisys","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Rochdale, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":62000,"period":"year","method":"role_country_seniority_unknown","sample_n":125},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-09-11T12:39:30Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-20T11:49:52Z","board_verified":false,"closed_at":"2026-10-20T11:49:52Z","days_open":38,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":38},"description":"Title: Service Desk Analyst (6 month contract)\nLocation: Rochdale, UK\nDivision: Agilisys Managed Services\nReports to: Service Desk Manager\nAre you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services?\nDo you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences?\nDo 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?\nIf so, we would love to hear from you!\nABOUT US\nAgilisys 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.\nOUR VALUES\nPartnership: we become one team and family with organisations, helping them to navigate change and stay agile.\nIntegrity: our people really care, going beyond the brief to make change happen for organisations and citizens.\nInnovation: we bring together the right technologies and services to design solutions that work.\nPassion: we are passionate about - and dedicated to - public services and improving people’s lives.\nTHE ROLE\nKey responsibilities\nThe 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.\nSpecific duties\nDepending on the project, you will need to be comfortable doing the following:\nWork on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT).\nCommunicate with user by phone, email and via intranet\nDeliver a high standard of customer care, by taking ownership of incidents\nTake part in IT service improvement\nProvide technically accurate solutions to users and customers.\nAim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software.\nMaintain the accuracy of the SMT and related databases by updating new user information, relocations etc.\nUpdate the Knowledge base by adding articles and supplying new documentation where appropriate.\nContinuous communication with internal customers to provide updates on incident resolution\nLiaise directly with external maintenance suppliers\nOpportunity\nThis 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.\nABOUT YOU\nThe 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.\nThe Ideal Candidate\nExperience of working within a customer service environment, preferably within IT\nGood problem-solving aptitude and skills.\nA positive analytical attitude to support process and performance improvement.\nAbility to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available.\nKnowledge of current Microsoft Windows computer operating systems.\nKnowledge of hardware and systems software installation and support.\nKnowledge of PC hardware components and peripherals.\nKnowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients.\nWHAT WE CAN OFFER YOU:\nThis role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.\nBenefits include:\nEnhanced Pension Scheme\nHealth Insurance\nLife Assurance\nAccess to exclusive discounts and offers through the company’s “Perks at Work” scheme\n25 days annual leave (with the option to buy more)\nPROCESS\nSimply submit your CV.\nBy submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing  - but please note that this means we will no longer consider you for the role you have applied for. We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent.\nIndividuals 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.","description_format":"text","description_chars":5602,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Continuous learning","Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-09-18T23:26:17Z"},{"event":"close","at":"2026-10-20T11:49:52Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-24T06:24:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/agilisys-service-desk-analyst","json_url":"https://alion.io/job/agilisys-service-desk-analyst.json","meta":{"generated_at":"2026-10-24T23:12:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34106,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449643},"rest":"https://alion.io/mcp/rest/get_company?id=449643"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagilisys-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagilisys-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagilisys-service-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agilisys-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagilisys-service-desk-analyst"}]}