247 Service Desk Analyst

NEC Software Solutions; Chippenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company as a First-Line IT Support professional, where you'll manage customer inquiries, resolve IT issues, and provide exceptional service. Enjoy a dynamic work environment with opportunities for training and career growth, all while supporting vital public services.

Benefits

Private Medical Cover

25 days paid holiday

Life assurance of 4x salary

Group Pension Plan

Flexible benefits

Qualifications

• First-line experience in providing IT services.
• Strong communication skills and attention to detail.

Responsibilities

• Manage customer mailboxes and log emails in ITSM Tool.
• Provide first-line investigation and diagnosis of IT issues.
• Resolve incidents classified as First-Line-Fix.

Skills

Customer Service

Communication

Decision-Making

Attention to Detail

Tools

Microsoft Office Suite

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

Main Responsibilities:

1. Recognize the importance of good timekeeping to ensure punctual login to the phone system and aid call management in line with service SLAs.
2. Manage customer mailboxes and ensure timely logging of emails in the ITSM Tool.
3. Accurately log all relevant incident/service request and change requests according to documented procedures.
4. Allocate categorization and prioritization levels based on customer contractual requirements.
5. Provide first-line investigation and diagnosis, ensuring IT issues are reported and resolved promptly, minimizing disruption.
6. Resolve basic hardware/software problems.
7. Collect and record accurate information to assist the second-line team, using Quick Solutions where available.
8. Resolve incidents/service requests classified as First-Line-Fix, such as password resets and account reactivations/deactivations.
9. Keep users informed of progress, especially after SLA breaches.
10. Close all resolved incidents and requests accurately and promptly, especially at month-end.
11. Reflect on customer feedback through surveys.
12. Contribute to team meetings.
13. Undertake all required training for the role.
14. Provide IT support and preventative maintenance for all contracts.
15. Maintain comprehensive documentation of procedures and review system documentation regularly.
16. The role involves 24/7 shift work, with 14 shifts every 28 days. Exact rotation details will be discussed during interviews.

Qualifications

You must have first-line experience in providing IT services to users, including:

• Excellent customer service and influencing skills across various communication mediums.
• Knowledge of Microsoft Office Suite (Outlook, Excel).
• Flexibility, self-motivation, decision-making ability, and ownership.
• Strong communication skills and attention to detail.
• Ability to follow instructions.
• Experience in a first-line role and understanding of ITIL is desirable but not required.

Additional Information

We offer an excellent benefits package, including an above-average pension scheme. Joining NEC Software Solutions provides:

• Private Medical Cover funded by NEC (additional cost for family).
• 25 days paid holiday, with buy/sell options.
• Life assurance of 4x salary, funded by NEC (additional coverage possible).
• Group Pension Plan with employer contributions up to 8.5%.
• Flexible benefits tailored to individual needs.

Candidates must demonstrate a right to work and travel within the UK; documentary evidence will be required. All offers are subject to vetting and checks, including possible DBS checks.

We are committed to inclusivity and encourage candidates with accessibility needs to share their requirements during recruitment.

NEC Software Solutions is an equal opportunities employer, supporting applications from all communities.

Who We Are

We’re NEC Software Solutions, part of NEC Corporation. Our software helps dispatch ambulances, support families, keep trains on track, locate missing persons, and test newborn hearing.

Working with us, over 3,000 employees push technological boundaries to support vital public services.

We collaborate with governments, hospitals, police, housing providers, and local authorities, enabling them to deliver faster support, quicker treatments, and effective emergency responses. Together, we make a difference in the world.

We’d love your help and will support you throughout your journey with us.