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- Tasks: As a Network Support Analyst, you'll handle calls, monitor jobs, and resolve issues efficiently.
- Company: Join a company dedicated to making a positive impact in the world!
- Benefits: Enjoy hybrid work, private medical cover, 25 days holiday, and free LinkedIn Learning access.
- Why this job: This role offers hands-on experience in IT services with a supportive team culture.
- Qualifications: Previous service desk experience and strong communication skills are essential; Service Now knowledge is a plus.
- Other info: Flexible benefits and life assurance coverage available for employees.
The predicted salary is between 36000 - 60000 £ per year.
Get AI-powered advice on this job and more exclusive features.
Company Description
Come join us and make a difference in the world!
Job Description
We have an excellent opportunity for a Hybrid Support Analyst, you would be working part of the time from home and part from our Kennington Park office in London.
You will be working on a shift basis:
- 37.5 hours per week, 7am-7pm Mon – Sun Day Shift on Rota
- 7 pm -7am Mon -Sun night shift on Rota
- There will also be overtime and on-call.
Key role responsibilities:
- Answer all incoming calls via Phone, portal and emails and log them onto Service Now platform to ensure that the service level agreements are met.
- Constantly monitor outstanding job stack and ensure all jobs are progressed in a timely manner and within SLA.
- To first time fix an issue within the agreed SLA, using our in-house systems, Third Party and the Metropolitan Police Service systems.
- Evaluate problems effectively and escalate calls to engineers, third parties, suppliers, Customers and Duty Managers.
- Undertake monitoring of Airwave network using supplied toolsets.
- Undertake Event management duties as requested by the customer.
- Manage any high severity or Major incidents in accordance with relevant process and procedures.
- Initiate contingency plans in the event of any operational failure.
- Undertake Insite CDR analysis and Impact Assessment.
- Ensure all Service desk incidents are handled in accordance with the contractual agreement.
Qualifications
- Previous experience in a Service Desk Environment is Essential.
- Strong and confident communication skills and the ability to manage a busy and demanding workload.
- Experience of Service Now would be a huge advantage, as would Radio Communication knowledge.
- You must be comfortable with shift work and working on-call.
Additional Information
- 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 (FTE).
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
- A Group Pension Plan.
- A selection of flexible benefits to suit your individual needs.
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Analyst
Industries
IT Services and IT Consulting
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Network Support Analyst employer: NEC Software Solutions
Contact Detail:
NEC Software Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Network Support Analyst
✨Tip Number 1
Familiarize yourself with the Service Now platform, as experience with it is a huge advantage for this role. Consider taking online courses or tutorials to boost your knowledge and confidence in using this tool.
✨Tip Number 2
Brush up on your communication skills, especially in handling high-pressure situations. Practice responding to hypothetical service desk scenarios to improve your ability to manage demanding workloads effectively.
✨Tip Number 3
Gain a basic understanding of radio communication systems, as this knowledge will set you apart from other candidates. Look for resources or workshops that can provide insights into how these systems operate.
✨Tip Number 4
Be prepared for shift work and on-call duties by organizing your schedule and ensuring you have a good work-life balance. This will help you demonstrate your readiness for the demands of the role during the interview process.
We think you need these skills to ace Network Support Analyst
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Network Support Analyst position. Highlight key responsibilities and qualifications that match your experience, especially in Service Desk environments.
Tailor Your CV: Customize your CV to reflect relevant experience, particularly focusing on your communication skills, ability to manage workloads, and any familiarity with Service Now or radio communication knowledge.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving abilities and how you can contribute to meeting service level agreements.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at NEC Software Solutions
✨Showcase Your Communication Skills
As a Network Support Analyst, strong communication skills are crucial. Be prepared to demonstrate how you effectively communicate with customers and colleagues, especially in high-pressure situations.
✨Familiarize Yourself with Service Now
Since experience with Service Now is a huge advantage, make sure you understand its functionalities. If you have prior experience, be ready to discuss specific instances where you utilized the platform to resolve issues.
✨Prepare for Shift Work Questions
Given that this role involves shift work and on-call duties, be ready to discuss your flexibility and past experiences with similar schedules. Highlight your ability to manage a demanding workload during these hours.
✨Understand Incident Management Processes
Be knowledgeable about incident management and escalation processes. Prepare examples of how you've handled high-severity incidents in the past, showcasing your problem-solving skills and adherence to SLAs.
