Service Desk Analyst

TN United Kingdom; Chippenham; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading company in IT support is seeking Service Desk Analysts to provide first-line support. The role involves managing customer requests, resolving IT issues, and ensuring excellent service delivery. Candidates should possess strong customer service skills and IT support experience. Join us to make a difference in public services.

Benefits

Private medical cover

Paid holidays

Life assurance

Pension contributions

Flexible benefits

Employee assistance program

Free access to LinkedIn Learning

Qualifications

• First-line experience providing IT support to users.
• Excellent customer service and influencing skills.
• Knowledge of Microsoft Office Suite (Outlook, Excel).

Responsibilities

• Provide first-line level 1 support to internal and external accounts.
• Log incidents and service requests accurately.
• Resolve basic hardware/software problems.

Skills

Customer service

IT support

Attention to detail

Flexibility

Tools

Microsoft Office Suite

Job description

Job Description

The NEC Software Solutions Central Service Desk Team is seeking Service Desk Analysts to provide direct first-line level 1 support to internal and external accounts.

The Service Desk Analyst will work with a team under the supervision of a Service Desk Team Lead. The service desk provides a single point of contact for IT issues, aiming for first-time resolutions when possible. Main responsibilities include:

1. Recognizing the importance of good timekeeping to ensure punctual login and call management in line with SLAs.
2. Managing customer mailboxes and logging emails in the ITSM tool.
3. Logging incidents and service requests accurately, following documented procedures.
4. Allocating categorization and prioritization based on contractual requirements.
5. Providing first-line investigation and diagnosis, reporting issues to appropriate teams, and resolving them promptly.
6. Resolving basic hardware/software problems.
7. Collecting and recording accurate information to assist second-line teams.
8. Resolving first-line fix incidents such as password resets and account management.
9. Keeping users informed of progress, especially post-SLA breaches.
10. Closing resolved incidents and requests timely, especially at month-end.
11. Reflecting on customer feedback through surveys.
12. Contributing to team meetings and undertaking necessary training.
13. Providing IT support and preventative maintenance.
14. Maintaining comprehensive documentation of procedures and support processes.

Qualifications

You must have:

• First-line experience providing IT support to users.
• Excellent customer service and influencing skills across various communication mediums.
• Knowledge of Microsoft Office Suite (Outlook, Excel).
• Flexibility, self-motivation, decision-making ability, and attention to detail.
• Ability to follow instructions; understanding of ITIL is desirable but not required.

Additional Information

We offer a range of benefits including private medical cover, paid holidays, life assurance, pension contributions, flexible benefits, an employee assistance program, and free access to LinkedIn Learning.

Candidates must demonstrate a right to work in the UK, with necessary documentation. Offers are subject to vetting, references, and possibly a DBS check.

NEC Software Solutions is an equal opportunity employer committed to inclusivity. Please inform us of any accessibility needs during recruitment.

Who We Are

Part of NEC Corporation, we support vital public services worldwide, helping save lives, support families, and improve transportation. Join us to make a difference and support innovative solutions.