247 Service Desk Analyst

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

Job summary

Join a leading company as a First-Line IT Support Specialist, where you'll provide crucial IT services and support to customers. Your role will involve managing incidents, ensuring excellent customer service, and maintaining documentation. With a focus on teamwork and continuous improvement, you'll contribute to a dynamic environment that values inclusivity and personal growth.

Benefits

Private Medical Cover

25 Days Paid Holiday

4x Basic Salary Life Assurance

Group Pension Plan

Flexible Benefits

Qualifications

• Experience in a first-line role; understanding of ITIL is desirable.
• Excellent customer service and influencing skills across various mediums.

Responsibilities

• Manage customer mailboxes and ensure timely logging of emails.
• Provide first-line investigation and diagnosis for IT issues.
• Resolve incidents classified as First-Line-Fix.

Skills

Customer Service

Communication

Attention to Detail

Decision-Making

Self-Motivation

Education

First-Line Experience in IT Services

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 request for change details 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 to the appropriate teams and resolved promptly, meeting service level targets.
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. Accurately close resolved incidents and requests using closure codes, especially at month-end.
11. Reflect on customer feedback through call closure 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 regularly review system documentation and support processes.
16. The 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, demonstrating:

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

Additional Information

Benefits

We offer an excellent benefits package, including an above-average pension scheme. Benefits include:

• Private Medical Cover funded by NEC (with options for family members).
• 25 days paid holiday, with buy/sell options.
• 4x basic salary life assurance, with options to increase.
• 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, with documentary evidence required. All offers are subject to vetting and checks. A DBS check may be required depending on the role.

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

Who We Are

We’re NEC Software Solutions, part of NEC Corporation. Our software supports emergency dispatch, healthcare, transportation, and more—making a tangible difference in public services worldwide.

Join us to help push boundaries and support vital public services, making a world of difference together.