Service Desk Analyst

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

Job summary

NEC Software Solutions recherche des Analystes de Support de Service pour fournir un soutien de première ligne aux utilisateurs internes et externes. Les responsabilités incluent la gestion des incidents, le service client, et le diagnostic de problèmes informatiques. Ce rôle exige d'excellentes compétences en communication et une capacité à travailler de manière autonome. Un ensemble d'avantages attrayants est offert, y compris un régime de pension au-dessus de la moyenne et une couverture médicale privée.

Benefits

Couverture médicale privée financée par NEC (option d'ajouter des membres de la famille)

25 jours de congé payé avec options d'achat/vente

Assurance vie 4x salaire de base

Plan de pension de groupe avec contributions allant jusqu'à 8,5%

Avantages flexibles adaptés aux besoins individuels

Qualifications

• Expérience de première ligne dans la fourniture de support informatique.
• Capacité à suivre des instructions et à résoudre des problèmes de base.
• Compréhension d'ITIL appréciée mais non requise.

Responsibilities

• Fournir un support direct de première ligne aux comptes internes et externes.
• Gérer les boîtes aux lettres clients et enregistrer les e-mails.
• Résoudre les incidents de première ligne tels que réinitialisations de mot de passe.

Skills

Excellentes compétences en service client

Connaissance de Microsoft Office Suite

Compétences en communication

Job description

Company Description

Come join us and make a difference in the world!
Discover more at www.necsws.com

NO AGENCIES PLEASE

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.

Responsibilities

• Recognize the importance of good timekeeping to ensure punctual login and aid call management in line with SLAs.
• Manage customer mailboxes and log emails in ITSM Tool.
• Accurately log incident and service requests according to 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.
• Record accurate information to assist second-line teams.
• Resolve first-line fix incidents such as password resets and account reactivations.
• Keep users informed of progress, especially post SLA breach.
• Close resolved incidents and requests promptly, especially at month end.
• Reflect on customer feedback through surveys.
• Participate in team meetings and undertake required training.
• Provide IT support and preventative maintenance for contracts.
• Maintain comprehensive documentation of procedures and support processes.

Qualifications

You must have:

• 1st line experience in providing IT service support.
• 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

We offer an excellent benefits package, including an above-average pension scheme. Benefits include:

• Private Medical Cover funded by NEC (option to add family members).
• 25 days paid holiday with buy/sell options.
• 4x basic salary life assurance, with options to increase.
• Group Pension Plan with contributions up to 8.5%.
• Flexible benefits tailored to individual needs.

Candidates must demonstrate a right to work and travel within the UK; documentary evidence will be required. All offers are subject to vetting, references, and possibly a DBS check.

NEC Software Solutions is an equal opportunities employer. We support accessibility and reasonable adjustments during recruitment and interviews.

Who We Are

Part of NEC Corporation, our software helps dispatch ambulances, support families, keep trains moving, locate missing people, and test newborn hearing. With over 3,000 employees, we support public services worldwide, working with governments, hospitals, police, housing providers, and local authorities to make a difference.

Join us and help make a world of difference. We’ll support you throughout your journey with us.