247 Service Desk Analyst

TN United Kingdom; Chippenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in IT services is seeking a First-Line Support Technician for a 12-month fixed-term contract. The role involves managing customer incidents, providing IT support, and ensuring service level agreements are met. Candidates should have excellent customer service skills and first-line IT experience. A comprehensive benefits package is offered, including private medical cover and a group pension plan.

Benefits

Private Medical Cover

25 days paid holiday

Life assurance cover

Group Pension Plan

Flexible benefits

Qualifications

• First-line experience in IT services.
• Excellent customer service and influencing skills.
• Knowledge of ITIL is desirable.

Responsibilities

• Manage customer mailboxes and log incidents accurately.
• Provide first-line investigation and diagnosis.
• Resolve basic hardware/software problems.

Skills

Customer service

Communication

Attention to detail

Decision-making

Tools

Microsoft Office Suite

Job description

Job Description

This is a 12 Month Fixed Term Contract

Main Responsibilities:

1. Recognise the importance of good timekeeping, ensuring punctual login to the phone system and aiding 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 request details according to documented procedures.
4. Allocate categorisation and prioritisation levels based on customer contractual requirements.
5. Provide first-line investigation and diagnosis, ensuring IT issues & faults are reported to the appropriate teams and resolved promptly, meeting service level targets and minimizing system disruption.
6. Resolve basic hardware/software problems.
7. Collect and record accurate information (using Quick Solutions where available) to assist the second-line team in progressing transferred calls.
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, requests, and calls accurately using closure codes, in a timely manner, especially at month-end.
11. Reflect on customer feedback through call closure surveys.
12. Contribute to team meetings and undertake all required training.
13. Provide IT support and preventative maintenance for all contracts.
14. Maintain comprehensive documentation of procedures and regularly review system documentation and support processes.
15. This role involves 24/7 shift work, with 14 shifts every 28 days. Exact rotation details will be discussed during interviews.

Qualifications

Candidates must have first-line experience in providing IT services to users, demonstrating:

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

Additional Information

We offer an excellent benefits package, including:

• Private Medical Cover funded by NEC (option to add family members).
• 25 days paid holiday, with buy/sell options.
• Life assurance cover (4x basic salary), funded by NEC.
• Group Pension Plan with employer contributions up to 8.5%.
• Flexible benefits tailored to individual needs.

Applicants must demonstrate a right to work and travel within the UK; evidence will be required. All offers are subject to vetting, references, and possibly a DBS check. We are committed to inclusivity and welcome adjustments for accessibility needs.

Who We Are:

NEC Software Solutions, part of NEC Corporation, supports vital services worldwide, including emergency dispatch, healthcare, transportation, and more. Join us to help push technological boundaries and make a difference in public services.