First-Line IT Support Analyst - 24/7 Shifts

NEC Software Solutions; Tees Valley; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Private medical cover funded by NEC

25 days paid holiday (+ buy/sell)

Life assurance 4x basic salary

Group Pension Plan up to 8.5%

Flexible benefits

Employee assistance programme

LinkedIn Learning access

Job summary

NEC Software Solutions in Hartlepool is seeking a dedicated 1st line IT support professional to deliver customer-focused service across multiple channels. You will log and triage incidents, perform basic diagnostics, and liaise with second-line teams to resolve issues promptly.

The role operates on a 24x7 shift pattern, offering 14 shifts every 28 days. The successful candidate will handle password resets, account activations/deactivations, and maintain documentation while pursuing training and

Qualifications

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft Office suite (Outlook, Excel).
• Flexibility in approach and self-motivation.
• Ability to make decisions and take ownership of tasks.
• Excellent attention to detail and ability to follow instructions.
• Experience in a 1st line role; ITIL awareness is desirable but not required.
• Must be eligible for UK Security Clearance.

Responsibilities

• Recognise the importance of good timekeeping to ensure punctual login to the phone system and SLA compliance.
• Manage customer mailboxes and log emails in the ITSM tool promptly.
• Log incidents and service requests with accurate details per procedures.
• Allocate categorisation and prioritisation per customer contracts.
• Provide first-line investigation and diagnose during escalation to other teams as needed.
• Resolve basic hardware/software problems and passwords/account resets.
• Keep users informed of progress, especially after SLA breaches.
• Close resolved incidents at month-end with proper closure codes.
• Contribute to team meetings and complete required training.
• Provide IT support and preventative maintenance for all contracts.
• Maintain comprehensive documentation of procedures and support processes.

Skills

Customer service

Microsoft Office

Time management

Ownership

Attention to detail

1st line support

ITIL awareness

Tools

Microsoft Outlook

Microsoft Excel

ITSM Tool

Job description

NEC Software Solutions in Hartlepool is seeking a dedicated 1st line IT support professional to deliver customer-focused service across multiple channels. You will log and triage incidents, perform basic diagnostics, and liaise with second-line teams to resolve issues promptly.

The role operates on a 24x7 shift pattern, offering 14 shifts every 28 days. The successful candidate will handle password resets, account activations/deactivations, and maintain documentation while pursuing training and