Service Desk Analyst — 1st Line IT Support (24/7 Shifts)

NEC Software Solutions; Tees Valley; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Private Medical Cover

25 days paid holiday

4x basic salary life assurance

Group Pension up to 8.5%

Flexible benefits

Employee assistance programme

LinkedIn Learning access

Job summary

NEC Software Solutions in Hartlepool seeks a 1st line IT Support Analyst to deliver frontline IT support for users, manage tickets, and resolve incidents within SLAs. The role requires strong customer service, timekeeping, and ITIL awareness, with eligibility for UK security clearance.

You will handle incidents, service requests, and change requests, logging all details in ITSM, and provide timely updates while maintaining documentation and participating in team meetings.

Qualifications

• Demonstrate excellent customer service and influencing skills across various mediums.
• Knowledge of using Microsoft Office suite (Outlook/Excel).
• Flexibility in approach.
• Self motivated and proactive attitude.
• Ability to make decisions and take ownership.
• Strong communication skills with clear documentation.
• Excellent attention to detail and accuracy.
• Ability to follow instructions.
• ITIL knowledge is desirable but not required.
• Previous experience in a 1st line role or similar.
• Must be eligible for UK Security Clearance.

Responsibilities

• Recognise the importance of good timekeeping to ensure punctual login to the phone system and aid call management in line with service SLAs.
• Manage customer mailboxes and ensure timely logging of emails in ITSM Tool.
• Accurately log all relevant incident/service requests and change requests per procedures.
• Allocate categorisation and prioritisation per customer contract requirements.
• Provide first-line investigation and diagnosis, coordinating with other teams to resolve issues and meet SLA targets.
• Resolve basic hardware/software problems.
• Collect and record accurate information to aid the second-line team for transfers.
• Close incidents and requests using proper closure codes, especially at month end.
• Keep users informed of progress, especially after SLA breaches.
• Reflect on customer feedback via closure surveys and contribute to team meetings.
• Undertake all required training and provide IT support & preventative maintenance for all contracts.
• Ensure documentation of procedures is maintained and reviewed regularly.
• Role operates on a 24x7 shift pattern; 14 shifts every 28 days, rotation discussed.

Skills

Customer service

Influencing skills

MS Office

Flexibility

Self motivation

Decision making

Communication

Attention to detail

Instruction following

ITIL (desirable)

1st line experience

UK Security Clearance (eligible)

Job description

NEC Software Solutions in Hartlepool seeks a 1st line IT Support Analyst to deliver frontline IT support for users, manage tickets, and resolve incidents within SLAs. The role requires strong customer service, timekeeping, and ITIL awareness, with eligibility for UK security clearance.

You will handle incidents, service requests, and change requests, logging all details in ITSM, and provide timely updates while maintaining documentation and participating in team meetings.