First-Line IT Support Analyst - Customer-Focused

NEC Software Solutions; Tees Valley; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Private Medical Cover

25 days holiday

Life assurance 4x

Company pension (8.5%)

Flexible benefits

LinkedIn Learning access

Job summary

NEC Software Solutions is seeking a proactive 1st line IT support specialist based in Hartlepool. You’ll handle customer inquiries, log tickets, and provide basic diagnostics to keep services running smoothly within defined SLAs.

Role requires strong customer service, solid Microsoft Office knowledge, and a flexible, detail-oriented approach. Eligibility for UK security clearance is needed to work on sensitive systems.

Qualifications

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft office suite (i.e. Outlook / Excel )
• Flexibility in approach
• Self Motivated
• Ability to make decisions and take ownership
• Strong communication skills
• Excellent attention to detail
• Ability to follow instructions
• Experiencing of working in a first line role and a understanding of ITIL is desirable but not required
• Previous experience working in a 1st line role or similar.
• Must be eligible for UK Security Clearance

Responsibilities

• Recognise the importance of good timekeeping and punctual login to the phone system and SLAs.
• Manage customer mailboxes and ensure timely logging of emails in ITSM Tool.
• Log incidents and requests with accurate categorisation and prioritisation per contract.
• Provide first line investigation and diagnosis and pass to 2nd line when needed.
• Keep users informed of progress, especially after SLA breaches.
• Close incidents and requests with correct closure codes, month-end where applicable.
• Contribute to team meetings and training.

Skills

Customer service

Influencing skills

Communication skills

Attention to detail

Decision making

Self-motivated

Ability to follow instructions

ITIL understanding

UK security clearance eligibility

Tools

ITSM Tool

Microsoft Office (Outlook/Excel)

Job description

NEC Software Solutions is seeking a proactive 1st line IT support specialist based in Hartlepool. You’ll handle customer inquiries, log tickets, and provide basic diagnostics to keep services running smoothly within defined SLAs.

Role requires strong customer service, solid Microsoft Office knowledge, and a flexible, detail-oriented approach. Eligibility for UK security clearance is needed to work on sensitive systems.