Service Desk Analyst

NEC Software Solutions (India); Tees Valley; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading software service provider in Tees Valley is seeking a Service Desk Analyst to deliver first-line IT support. The role involves managing incident requests, resolving basic hardware/software issues, and maintaining customer communication. Ideal candidates should have excellent customer service skills and some knowledge of Microsoft Office. This position is full-time and offers a range of employee benefits.

Benefits

Private medical cover

25 days paid holiday

Group pension plan

Free access to LinkedIn Learning

Qualifications

• 1st line experience in providing IT service for users.
• Demonstrate excellent customer service and influencing skills.
• Flexibility in approach; ability to make decisions and take ownership.

Responsibilities

• Provide first-line level 1 service desk support.
• Manage customer mailboxes and log emails in ITSM tool.
• Resolve basic hardware/software problems.

Skills

Excellent customer service

Communication skills

Attention to detail

Self-motivated

Knowledge of Microsoft Office

Job description

Overview

NEC Software Solutions Central Service Desk Team seeks a Service Desk Analyst to provide direct first-line level 1 service desk support to internal and external accounts.

Responsibilities

• Recognise the importance of good timekeeping to ensure punctual login to the phone system and assist call management in line with service SLAs
• Manage customer mailboxes and ensure timely logging of emails in ITSM tool
• Accurately log all incident/service requests and change details in accordance with documented procedures
• Allocate categorisation and prioritisation levels in line with customer contractual requirements
• Provide first-line investigation and diagnosis; report issues to the appropriate teams; resolve in the shortest possible time, meeting service targets and minimising disruption to critical systems
• Resolve basic hardware/software problems
• Collect and record accurate information to aid the second-line team when calls are transferred
• Resolve first-line fixes such as password resets and account reactivations/deactivations
• Keep users informed of progress (especially after an SLA breach)
• Close all resolved incidents/requests with appropriate closure codes in a timely manner (notably at month end)
• Reflect on customer feedback via closure surveys
• Contribute to team meetings and undertake all required training
• Provide IT support and preventative maintenance for all contracts
• Maintain comprehensive documentation of procedures and ensure system support processes are reviewed

Qualifications

• 1st line experience in providing IT service for users
• Demonstrate excellent customer service and influencing skills across various channels
• Knowledge of Microsoft Office suite (Outlook, Excel)
• Flexibility in approach; self-motivated; able to make decisions and take ownership
• Strong communication and attention to detail; ability to follow instructions
• Experience in a first-line role and understanding of ITIL is desirable but not required

Benefits

• Private medical cover funded by NEC for employees (option to add family members at additional cost)
• 25 days paid holiday with option to buy/sell (FTE)
• 4 x basic salary life assurance cover (option to increase)
• Group pension plan with employer contributions up to 8.5%
• Flexible benefits to suit individual needs
• Free access to LinkedIn Learning with 15,000+ courses

Other information

• Candidates must have pre-existing right to work and travel within the UK; documentary evidence required
• All offers subject to vetting, references and occupational health checks
• DBS check may be required depending on role

Who We Are

We’re NEC Software Solutions (part of NEC Corporation). Our software supports public services, including ambulance dispatch, family support, transport safety, and newborn hearing tests. We employ 3,000+ people and work with governments, hospitals, police forces, housing providers, and local authorities to help customers do more for others.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting