NOC Incident & Customer Service Analyst — 4 on/4 off

motorolasolutions; Hemel Hempstead; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus schemes

25 days holiday + bank holidays

Pension scheme

Employee stock purchase plan

Flexible working options

Private medical care

Life assurance

Maternity/paternity pay

Learning opportunities

Wellbeing support

CSR initiatives

Job summary

Motorola Solutions in Hemel Hempstead operates a UKMS Network Operations Centre role, providing 1st line incident handling and customer support across multiple products and services. The role is office-based with a 4 on/4 off rotating shift pattern and requires SC/NPPV3 clearance for eligibility.

The successful candidate will record incidents, manage service requests, and communicate with customers to ensure timely resolution and adherence to SLAs.

Qualifications

• Educated to A level standard or 2 years’ relevant NOC/service desk experience.
• ITIL v4 Foundation desirable.
• Experience in NOC/Service Desk with 1st line diagnostics and fault resolution desirable.
• Remedy and ServiceNow experience desirable.
• Candidates must be willing to undergo UK security checks (SC/NPPV3).

Responsibilities

• Monitor Network Management Tools for accurate incident logging and timely resolution.
• Engage with suppliers to progress incidents and requests.
• Deliver first-class customer service via phone, email, and service portal.
• Diagnose and resolve incidents within SLA and escalate when in jeopardy.
• Maintain up-to-date processes and notes; produce incident reports.

Skills

Analytical skills

Communication skills

Organisational skills

Negotiation

Customer focus

Change management

Adaptability

Self-motivation

Problem solving

Education

A level or equivalent

Tools

Remedy

ServiceNow

Job description

Motorola Solutions in Hemel Hempstead operates a UKMS Network Operations Centre role, providing 1st line incident handling and customer support across multiple products and services. The role is office-based with a 4 on/4 off rotating shift pattern and requires SC/NPPV3 clearance for eligibility.

The successful candidate will record incidents, manage service requests, and communicate with customers to ensure timely resolution and adherence to SLAs.