24/7 Service Desk Analyst

NEC Software Solutions; Tees Valley; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Private medical cover funded by NEC

25 days paid holiday (+ buy/sell)

Life assurance 4x basic salary

Group Pension Plan up to 8.5%

Flexible benefits

Employee assistance programme

LinkedIn Learning access

Job summary

NEC Software Solutions in Hartlepool is seeking a dedicated 1st line IT support professional to deliver customer-focused service across multiple channels. You will log and triage incidents, perform basic diagnostics, and liaise with second-line teams to resolve issues promptly.

The role operates on a 24x7 shift pattern, offering 14 shifts every 28 days. The successful candidate will handle password resets, account activations/deactivations, and maintain documentation while pursuing training and

Qualifications

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft Office suite (Outlook, Excel).
• Flexibility in approach and self-motivation.
• Ability to make decisions and take ownership of tasks.
• Excellent attention to detail and ability to follow instructions.
• Experience in a 1st line role; ITIL awareness is desirable but not required.
• Must be eligible for UK Security Clearance.

Responsibilities

• Recognise the importance of good timekeeping to ensure punctual login to the phone system and SLA compliance.
• Manage customer mailboxes and log emails in the ITSM tool promptly.
• Log incidents and service requests with accurate details per procedures.
• Allocate categorisation and prioritisation per customer contracts.
• Provide first-line investigation and diagnose during escalation to other teams as needed.
• Resolve basic hardware/software problems and passwords/account resets.
• Keep users informed of progress, especially after SLA breaches.
• Close resolved incidents at month-end with proper closure codes.
• Contribute to team meetings and complete required training.
• Provide IT support and preventative maintenance for all contracts.
• Maintain comprehensive documentation of procedures and support processes.

Skills

Customer service

Microsoft Office

Time management

Ownership

Attention to detail

1st line support

ITIL awareness

Tools

Microsoft Outlook

Microsoft Excel

ITSM Tool

Job description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

This role is based from our Hartlepool office.

You will have 1st line experience in proving IT service for users in the following:

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft office suite (i.e. Outlook / Excel )
• Flexibility in approach
• Self Motivated
• Ability to make decisions and take ownership
• Excellent attention to detail
• Ability to follow instructions
• Experiencing of working in a first line role and a understanding of ITIL is desirable but not required

Role involves:

• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
• To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system.
• Resolve basic hardware / software problems.
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
• To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• To reflect on customer feedback through customer call closure surveys
• To contribute to team meetings
• To undertake all required training for the role
• To provide IT support & preventative maintenance for all contracts.
• To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.
• The role is 24*7 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.

Qualifications

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft office suite (i.e. Outlook / Excel )
• Flexibility in approach
• Self Motivated
• Ability to make decisions and take ownership
• Excellent attention to detail
• Ability to follow instructions
• Experiencing of working in a first line role and a understanding of ITIL is desirable but not required
• Previous experience working in a 1st line role or similar.
• Must be eligible for UK Security Clearance

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.