Service Desk Specialist – 1st Line IT Support

NECSWS; Tees Valley; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Private Medical

25 days holiday

4x life assurance

Group Pension Plan

LinkedIn Learning access

Job summary

NEC Software Solutions is seeking a First Line IT Support specialist based in the Hartlepool office. The role covers core day shifts, 8am-4:30pm or 8:30am-5pm, with responsibilities including logging incidents, providing 1st line diagnostics, and updating the ITSM system.

You will handle customer emails, password resets, and basic hardware/software issues, ensuring timely responses and SLA adherence while maintaining comprehensive documentation.

Qualifications

• 1st line IT support experience.
• Eligible for UK Security Clearance.
• Must be able to work in Hartlepool office and UK right to work.
• Experience with ITIL is desirable but not required.

Responsibilities

• Log and categorise incidents and service requests.
• Provide first-line investigation and incident resolution.
• Maintain documentation and update stakeholders on progress.
• Log calls in ITSM tool and close resolved incidents at month end.
• Support customers to meet SLA targets and maintain high service quality.

Skills

Customer service

Microsoft Office

Time management

Decision making

Attention to detail

Instruction following

ITIL knowledge

UK security clearance eligibility

Tools

ITSM Tool

Outlook

Excel

Job description

NEC Software Solutions is seeking a First Line IT Support specialist based in the Hartlepool office. The role covers core day shifts, 8am-4:30pm or 8:30am-5pm, with responsibilities including logging incidents, providing 1st line diagnostics, and updating the ITSM system.

You will handle customer emails, password resets, and basic hardware/software issues, ensuring timely responses and SLA adherence while maintaining comprehensive documentation.