Service Desk Analyst

NEC Software Solutions; Chippenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company as a Service Desk Analyst, providing essential IT support to users. You'll manage incidents, ensure timely resolutions, and maintain documentation. This role offers opportunities for growth and a range of benefits, including private medical cover and flexible benefits.

Benefits

Private Medical Cover

Paid Holiday Options

Life Assurance

Pension Contributions

Flexible Benefits

Employee Assistance Programs

Free LinkedIn Learning Access

Qualifications

• First-line experience providing IT support to users.
• Understanding of ITIL is desirable but not required.

Responsibilities

• Provide first-line Level 1 support to internal and external accounts.
• Manage customer mailboxes and log incidents in ITSM tool.
• Resolve basic hardware/software problems.

Skills

Customer Service

Communication

Decision Making

Attention to Detail

IT Support

Tools

Microsoft Office Suite

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The NEC Software Solutions Central Service Desk Team is seeking Service Desk Analysts to provide direct first-line Level 1 support to internal and external accounts.

The Service Desk Analyst will work with a team under the supervision of a Service Desk Team Lead. The service desk provides a single point of contact for IT issues, aiming for first-time resolutions where possible. Main responsibilities include:

1. Recognizing the importance of punctuality to ensure timely login and call management in line with SLAs.
2. Managing customer mailboxes and logging emails promptly in the ITSM tool.
3. Accurately logging incident and service requests according to documented procedures.
4. Allocating categorization and prioritization levels based on contractual requirements.
5. Providing first-line investigation and diagnosis, reporting issues to appropriate teams, and ensuring quick resolution to minimize disruption.
6. Resolving basic hardware/software problems.
7. Collecting and recording accurate information to assist the second-line team.
8. Resolving first-line fix incidents such as password resets and account reactivations.
9. Keeping users informed of progress, especially post SLA breach.
10. Closing resolved incidents and requests promptly, especially at month-end.
11. Reflecting on customer feedback via surveys.
12. Participating in team meetings and training.
13. Providing IT support and preventative maintenance for all contracts.
14. Maintaining comprehensive documentation of procedures and support processes.

Qualifications

You must have:

• First-line experience providing IT support to users.
• Excellent customer service and influencing skills across various communication mediums.
• Knowledge of Microsoft Office Suite (Outlook, Excel).
• Flexibility, self-motivation, decision-making ability, and ownership.
• Strong communication skills and attention to detail.
• Ability to follow instructions.
• Experience in a first-line role; understanding of ITIL is desirable but not required.

Additional Information

We offer a range of benefits including private medical cover, paid holiday options, life assurance, pension contributions, flexible benefits, employee assistance programs, and free LinkedIn Learning access.

Other Information: Candidates must demonstrate a right to work in the UK. All offers are subject to vetting, reference checks, and possibly a DBS check.

NEC Software Solutions is an equal opportunities employer committed to inclusivity and accessibility. Please inform us of any reasonable adjustments needed during recruitment.

Who We Are:

Part of NEC Corporation, our software supports emergency services, healthcare, transportation, and more, making a tangible difference worldwide. Join us to help push the boundaries of technology and support vital public services.