Hybrid IT Service Desk Analyst – First-Line Support

Abundant Code; Tees Valley; Hybrid; GBP 24.000 - 32.000; Vollzeit

Benefits dieser Stelle

Private Medical Cover

25 days holiday with buy/sell

Life assurance 4x basic salary

Group Pension up to 8.5%

Flexible benefits

Employee assistance programme

LinkedIn Learning access

Zusammenfassung

NEC Software Solutions UK in Hartlepool is seeking a Service Desk Analyst to provide first‑line IT support for users, handling incidents, requests and changes within documented procedures. The role runs Monday to Friday, 08:00–16:30, with hybrid working from our Hartlepool office.

You will log, diagnose and escalate issues, manage mailboxes, update ITSM records and keep users informed of progress while contributing to team success and service targets.

Qualifikationen

• 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
• Must be eligible for UK Security Clearance

Aufgaben

• 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 ensuringthat IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system.
• 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 those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• 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 are maintained, and to ensure that system documentation and support process is regularly reviewed.
• The role is Monday to Friday – 08:00 to 16:30.

Kenntnisse

Customer service

Microsoft Office

Flexibility

Decision making

Communication

Attention to detail

Instructions adherence

Jobbeschreibung

NEC Software Solutions UK in Hartlepool is seeking a Service Desk Analyst to provide first‑line IT support for users, handling incidents, requests and changes within documented procedures. The role runs Monday to Friday, 08:00–16:30, with hybrid working from our Hartlepool office.

You will log, diagnose and escalate issues, manage mailboxes, update ITSM records and keep users informed of progress while contributing to team success and service targets.