Agilisys is the UK's most innovative IT and business process service provider, transforming the way our clients deliver services to their customers through the use of strategic, affordable, shared service platforms. Working for both the public and private sector, we have earned a strong reputation and hold deep domain expertise within local government, travel and tourism, retail financial services and healthcare.

Purpose of the role

To ensure that the IT Service Desk is run in accordance with current process and procedures. 

To ensure that all requests are logged with the current Service Management Tool and follow all requests through to resolution and completion.

Key Responsibilities

§          High availability for contact from users via Telephone, email, fax and online.

§          Strong communication skills both written and verbal.

§          Proactive to ensure that users receive appropriate personal advice and guidance.

§          Ensures that all requests are logged in the appropriate service management tool.

§          Ensures that priority setting and escalation procedures are applied effectively.

§          Ensures that calls are managed end to end via the incident management process.

§          Ensures that all requests are cross referenced with the knowledgebase.

§          Knowledge of ITIL Best practices.

PERSON SPECIFICATION

§          Excellent Customer services skills.

§          Excellent time keeping.