Service Desk Analyst

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

Job summary

Join a leading company as a Service Desk Analyst, providing essential first-line IT support to internal and external clients. You'll manage incidents, ensure timely resolutions, and maintain high customer service standards. This role offers a chance to grow your IT skills in a supportive environment.

Benefits

Private Medical Cover

Paid Holiday Options

Life Assurance

Pension Plan

Flexible Benefits

Employee Assistance Program

Free LinkedIn Learning Access

Qualifications

• Experience providing IT service to users.
• Understanding of ITIL is desirable.

Responsibilities

• Provide first-line level 1 support to internal and external accounts.
• Manage customer mailboxes and log emails promptly.
• Resolve incidents like password resets and account reactivations.

Skills

Customer Service

Communication

Decision-Making

Attention to Detail

Education

First-Line IT Experience

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 first-line level 1 support to internal and external accounts.

Responsibilities

• Recognize the importance of good timekeeping to ensure punctual login and call management in line with SLAs.
• Manage customer mailboxes and log emails promptly in the ITSM tool.
• Accurately log incidents, service requests, and change requests following documented procedures.
• Allocate categorization and prioritization based on contractual requirements.
• Provide first-line investigation and diagnosis, reporting issues to appropriate teams for resolution.
• Resolve basic hardware/software problems.
• Gather and record accurate information to assist the second-line team.
• Resolve incidents like password resets and account reactivations/deactivations.
• Keep users informed of progress, especially post-SLA breach.
• Close resolved incidents and requests promptly, especially at month-end.
• Reflect on customer feedback via surveys.
• Participate in team meetings and undertake required training.
• Provide IT support and preventative maintenance for all contracts.
• Maintain comprehensive documentation of procedures and support processes.

Qualifications

You must have:

• First-line experience providing IT service to users.
• Excellent customer service and influencing skills across various 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

Benefits include private medical cover, paid holiday options, life assurance, pension plan, flexible benefits, employee assistance program, and free LinkedIn Learning access.

Other Information

Candidates must demonstrate the right to work and travel within the UK. Vetting, references, and possibly a DBS check are required. NEC Software Solutions is committed to diversity and inclusion; please inform us of any accessibility needs.

Who We Are

Part of NEC Corporation, our software supports emergency services, healthcare, transportation, and more. Join us to make a difference and support public services worldwide.