Service Desk Analyst

NEC Software Solutions (India); Tees Valley; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Private Medical Cover

25 days holiday

Life assurance

Pension plan

Flexible benefits

Job summary

NEC Software Solutions is seeking a Service Desk Analyst to provide direct first-line support to multiple internal and external accounts from the UK. You will join a team under a Service Desk Team Lead, handling logging, triage and initial diagnosis to restore services quickly.

The role emphasizes customer service, timely updates, and adherence to SLAs. Candidates should have 1st line IT support experience, strong communication skills, and be able to work flexibly across shifts.

Qualifications

• 1st line IT service support experience.
• Excellent customer service and communication.
• Proficient in Microsoft Office (Outlook, Excel).
• Able to work flexibly and take ownership.
• Strong attention to detail and instruction-following.

Responsibilities

• Provide first-line IT support to internal and external accounts.
• Log incidents and service requests in ITSM tool.
• Prioritise and categorize incidents per contract requirements.
• Provide first-line investigation and basic diagnosis and escalate where needed.
• Keep users informed of progress and close resolved items in a timely manner.

Skills

1st line support

Customer service

Microsoft Office

Communication skills

Problem solving

Time management

Tools

ITSM Tool

Outlook

Job description

Company Description

Come join us and make a difference in the world!

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 are seeking the services of a Service Desk Analysts to provide direct first-line level 1 service desk support to numerous internal and external accounts.

Responsibilities

The Service Desk Analyst will work with a team of other Service Desk Analysts, under the general supervision of a Service Desk Team Lead. The service desk provides a single point of contact for IT related issues to customers, internal & external IT support groups and provides first time resolutions where available. The main responsibilities of a Service Desk Analysts are:

• To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
• To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
• To accurately log all relevant incident/service requests and request for change details in accordance with service specific documented procedures.
• To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
• To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults are reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimising the disruption to critical systems.
• Resolve basic hardware / software problems.
• To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
• To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
• To keep users informed of progress (especially post SLA breach)
• To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
• To reflect on customer feedback through customer call closure surveys
• To contribute to team meetings
• To undertake all required training for the role
• To provide IT support & preventative maintenance for all contracts.
• To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.

Qualifications

You must have

• 1st line experience in proving IT service for users in the following:
• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using microsoft office suite (i.e. Outlook / Excel )
• Flexibility in approach
• Self Motivated
• Ability to make decisions and take ownership
• Strong communication skills
• Excellent attention to detail
• Ability to follow instructions

  Additional Information

  We are proud of the benefits we offer employees of NEC Software Solutions

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/ sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A fantastic selection of flexible benefits to suit your individual needs
  • We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life

  Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

  All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

  NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

  Who We Are

  We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

  Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

  We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

  We’d love your help. And we’ll support you all the way.