247 Service Desk Analyst

NEC; Hartlepool; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology company in Hartlepool is seeking an IT Support professional to provide first-line service assistance. The role involves managing customer requests, resolving IT issues, and ensuring a high standard of customer service. Candidates should demonstrate strong communication skills, attention to detail, and the ability to work independently. An excellent benefits package, including private medical cover and generous holiday allowance, is offered.

Benefits

Private Medical Cover

25 days paid holiday

Life assurance cover

Flexible benefits

Qualifications

• Experience in providing IT service support.
• Understanding of ITIL is desirable.
• Eligibility for UK Security Clearance.

Responsibilities

• Provide first line investigation and diagnosis for IT issues.
• Accurately log incident/service request details.
• Manage customer mailboxes and email logging.
• Resolve basic hardware and software problems.
• Keep users informed throughout the support process.

Skills

Customer service

Microsoft Office (Outlook / Excel)

Decision making

Attention to detail

Flexibility

Self-motivation

Job description

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• 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 are resolved in the shortest possible time, meeting the organisation's service level targets, and minimizing disruption to critical systems.
• 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 incidents/service requests classified as First-Line-Fix, password resets, and account reactivations/deactivations, etc.
• To keep users informed of progress (especially post SLA breach)
• To accurately close all resolved incidents, requests, and other calls in a timely manner, especially at month-end, using closure codes.
• 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 is maintained, and system documentation and support processes are regularly reviewed.
• The role involves 24*7 shift working, with 14 shifts every 28 days. The exact rotation will be discussed during the interview stages.

Qualifications

You must have 1st line experience in providing IT service for users in the following:

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft Office suite (Outlook / Excel)
• Flexibility in approach
• Self-motivated
• Ability to make decisions and take ownership
• Excellent attention to detail
• Ability to follow instructions
• Experience of working in a first line role and an understanding of ITIL is desirable but not required.
• Must be eligible for UK Security Clearance

Additional Information

We pride ourselves on offering an excellent benefits package, including an above-average pension scheme. When you join NEC Software Solutions, you will receive:

• 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 employer contributions up to a maximum of
• A selection of flexible benefits to suit your individual needs