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- Tasks: Provide first-line IT support and resolve issues for internal and external accounts.
- Company: Join NEC Software Solutions, a leader in public service technology making a real-world impact.
- Benefits: Enjoy flexible working, private medical cover, and an excellent pension scheme.
- Why this job: Be part of a team that directly supports vital services and makes a difference daily.
- Qualifications: Ideal candidates have first-line IT experience and strong customer service skills.
- Other info: We value inclusivity and offer reasonable adjustments during recruitment.
The predicted salary is between 24000 - 36000 £ per year.
The NEC Software Solutions Central Service Desk Team is seeking Service Desk Analysts to provide first-line Level 1 support to internal and external accounts. The Service Desk Analyst will work with a team under the supervision of a Service Desk Team Lead, serving as a single point of contact for IT issues, aiming for first-time resolutions.
- Maintain punctuality to ensure call management in line with SLAs
- Manage customer mailboxes and log emails in ITSM tools
- Log incidents and requests accurately following procedures
- Prioritize and categorize requests per contractual requirements
- Perform first-line diagnosis and escalate issues appropriately
- Resolve basic hardware/software issues
- Record accurate information to assist second-line support
- Handle first-line fixes like password resets and account management
- Keep users informed of progress, especially after SLA breaches
- Close resolved incidents and requests promptly
- Reflect customer feedback and contribute to team meetings
- Undertake necessary training and provide IT support and maintenance
- Maintain comprehensive documentation and review support processes regularly
The ideal candidate will have:
- First-line IT service experience
- Excellent customer service and influencing skills
- Knowledge of Microsoft Office suite
- Flexibility, self-motivation, decision-making ability, and strong communication skills
- Attention to detail and ability to follow instructions
- Experience in a first-line role; ITIL knowledge is a plus but not required
We offer an excellent benefits package, including an above-average pension scheme, private medical cover, holiday options, life assurance, a pension plan with employer contributions, and flexible benefits.
Candidates must demonstrate the right to work in the UK; vetting and checks will apply. A DBS check may be required depending on the role.
NEC Software Solutions is an equal opportunities employer committed to inclusivity and accessibility. Please inform us of any reasonable adjustments needed during recruitment.
Part of NEC Corporation, our software helps dispatch ambulances, support families, keep trains running, locate missing persons, and test newborn hearing. With over 3,000 employees, we support public services worldwide, making a tangible difference every day.
Service Desk Analyst employer: NEC Software Solutions
Contact Detail:
NEC Software Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, even if it's not a requirement. Understanding these frameworks can give you an edge in discussions and demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be the first point of contact for IT issues, showcasing your ability to communicate effectively and handle customer queries will be crucial during interviews.
✨Tip Number 3
Practice common first-line support scenarios, such as password resets and basic hardware troubleshooting. Being able to confidently walk through these processes can set you apart from other candidates.
✨Tip Number 4
Research NEC Software Solutions and their impact on public services. Showing genuine interest in the company’s mission and how you can contribute will resonate well with the hiring team.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and qualifications required for the Service Desk Analyst position. Tailor your application to highlight relevant experience and skills that match these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your first-line IT service experience, customer service skills, and any relevant technical knowledge, such as familiarity with Microsoft Office. Use bullet points for clarity and focus on achievements.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your skills and experiences align with the job requirements, particularly in providing excellent customer service and resolving IT issues.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for the Service Desk Analyst role.
How to prepare for a job interview at NEC Software Solutions
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with first-line support tasks, such as logging incidents and performing basic hardware/software fixes, so you can confidently discuss your relevant experience.
✨Showcase Customer Service Skills
Since this role heavily relies on excellent customer service, prepare examples from your past experiences where you successfully resolved issues or improved customer satisfaction. Highlight your communication skills and ability to handle difficult situations.
✨Familiarise with ITIL Concepts
While ITIL knowledge is not mandatory, having a basic understanding of its principles can set you apart. Brush up on key concepts like incident management and service request processes, as they may come up during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice how you would handle common IT issues or customer complaints, focusing on your thought process and the steps you would take to resolve them.
