First-Line IT Support Analyst

NECSWS; Tees Valley; On-site; GBP 22,000 - 27,000; Full time

Job summary

NEC Software Solutions in Hartlepool is seeking a proactive 1st line IT support analyst. You will handle customer inquiries, log incidents in the ITSM tool, and perform initial investigation to keep services running smoothly. Accurate logging, timely updates and SLA adherence are essential.

The role involves 24/7 shift work with a 14 shifts every 28 days cycle. Strong knowledge of Microsoft Office, excellent communication, flexibility and ownership are highly valued, along with eligibility for

Qualifications

• Experience in a first line IT support role.
• Proven customer service and strong communication.
• Knowledge of Microsoft Office (Outlook, Excel).
• Eligible for UK Security Clearance.
• Able to work 24/7 shift pattern.
• Self-motivated with attention to detail.

Responsibilities

• Log incidents and service requests in ITSM tool.
• Provide first line investigation and diagnosis.
• Resolve basic hardware/software problems.
• Keep users informed of progress and SLA breaches.
• Close tickets with accurate closure codes.
• Work to 14 shifts every 28 days cycle.
• Contribute to team meetings and training.
• Document procedures and maintain system documentation.

Skills

Customer service

Decision making

Attention to detail

Ownership / accountability

Time management

Communication

Tools

Microsoft Office (Outlook, Excel)

Job description

NEC Software Solutions in Hartlepool is seeking a proactive 1st line IT support analyst. You will handle customer inquiries, log incidents in the ITSM tool, and perform initial investigation to keep services running smoothly. Accurate logging, timely updates and SLA adherence are essential.

The role involves 24/7 shift work with a 14 shifts every 28 days cycle. Strong knowledge of Microsoft Office, excellent communication, flexibility and ownership are highly valued, along with eligibility for