Service Desk Analyst

NEC Software Solutions; Hartlepool; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in IT services is seeking a Service Desk Analyst to join their Central Service Desk Team in Hartlepool. The selected candidate will provide first-line support for IT issues and interact with customers to manage incidents and requests effectively, ensuring adherence to service level agreements. This role offers opportunities for professional development within a supportive and inclusive environment.

Benefits

Above-average pension scheme

Private medical cover

Holiday options

Life assurance

Flexible benefits

Qualifications

• First-line IT service experience.
• Excellent customer service skills.
• Knowledge of Microsoft Office suite.

Responsibilities

• Provide first-line Level 1 support to IT issues.
• Log incidents and requests accurately in ITSM tools.
• Perform first-line diagnosis and escalate as needed.

Skills

Customer service

Communication

IT service experience

Attention to detail

Tools

Microsoft Office

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 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, serving as a single point of contact for IT issues, aiming for first-time resolutions.

• Maintain punctuality to ensure call management in line with SLAs
• Manage customer mailboxes and log emails in ITSM tools
• Log incidents and requests accurately following procedures
• Prioritize and categorize requests per contractual requirements
• Perform first-line diagnosis and escalate issues appropriately
• Resolve basic hardware/software issues
• Record accurate information to assist second-line support
• Handle first-line fixes like password resets and account management
• Keep users informed of progress, especially after SLA breaches
• Close resolved incidents and requests promptly
• Reflect customer feedback and contribute to team meetings
• Undertake necessary training and provide IT support and maintenance
• Maintain comprehensive documentation and review support processes regularly

Qualifications

The ideal candidate will have:

• First-line IT service experience
• Excellent customer service and influencing skills
• Knowledge of Microsoft Office suite
• Flexibility, self-motivation, decision-making ability, and strong communication skills
• Attention to detail and ability to follow instructions
• Experience in a first-line role; ITIL knowledge is a plus but not required

Additional Information

We offer an excellent benefits package, including an above-average pension scheme, private medical cover, holiday options, life assurance, a pension plan with employer contributions, and flexible benefits.

Candidates must demonstrate the right to work in the UK; vetting and checks will apply. A DBS check may be required depending on the role.

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 helps dispatch ambulances, support families, keep trains running, locate missing persons, and test newborn hearing. With over 3,000 employees, we support public services worldwide, making a tangible difference every day.