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- Tasks: Provide first-line IT support and manage customer queries efficiently.
- Company: Join NEC Software Solutions, a global tech leader making a real-world impact.
- Benefits: Enjoy flexible working, private medical cover, generous holiday, and access to LinkedIn Learning.
- Why this job: Be part of a team that supports vital public services and makes a difference every day.
- Qualifications: 1st line IT experience, excellent customer service skills, and a proactive attitude are essential.
- Other info: This role involves 24/7 shift work; flexibility is key!
The predicted salary is between 24000 - 36000 £ per year.
Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
No Agencies Please
Job Description
This is for a 12 Month Fixed Term Contract.
This role can be based Hybrid from our Hartlepool or Chippenham Office.
Main Responsibilities:
- 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 request 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 reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system.
- 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.
- The role is 24*7 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.
Qualifications
You must have 1st line experience in providing 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
- Experiencing of working in a first line role and a understanding of ITIL is desirable but not required.
- Must be eligible for UK Security Clearance
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- 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 with fantastic employer contributions up to a maximum of 8.5%
- 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.
Other Information
- 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, references and occupational health 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. #J-18808-Ljbffr
247 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 247 Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, even if it's not a strict requirement. Understanding the framework will help you demonstrate your knowledge during interviews and show that you're proactive about improving service delivery.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves direct interaction with users, practice how to communicate effectively and empathetically, especially when resolving issues or providing updates.
✨Tip Number 3
Prepare for shift work discussions by being flexible and open-minded. Research common shift patterns in the industry and be ready to discuss your availability and willingness to adapt to different schedules.
✨Tip Number 4
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved IT issues. This will help you stand out as a candidate who can handle first-line support effectively.
We think you need these skills to ace 247 Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your first line IT support experience and customer service skills. Use specific examples that demonstrate your ability to manage incidents and requests effectively.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of the importance of timekeeping and how you can contribute to meeting service level agreements.
Highlight Relevant Skills: Emphasise your knowledge of Microsoft Office Suite and any experience with ITIL practices. Showcase your strong communication skills and attention to detail, as these are crucial for the role.
Prepare for Potential Questions: Think about how you would handle common IT support scenarios, such as resolving basic hardware/software issues or managing customer expectations during SLA breaches. Be ready to discuss these in your interview.
How to prepare for a job interview at NEC Software Solutions
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, excellent customer service is key. Prepare examples of how you've successfully handled customer queries or complaints in the past, highlighting your communication and problem-solving skills.
✨Familiarise Yourself with ITIL Concepts
While ITIL experience isn't mandatory, having a basic understanding can set you apart. Brush up on ITIL principles and be ready to discuss how they apply to incident management and service requests.
✨Demonstrate Time Management Abilities
Since punctuality and timekeeping are crucial for this role, be prepared to discuss how you manage your time effectively. Share specific strategies or tools you use to stay organised and meet deadlines.
✨Prepare for Shift Work Discussion
This position involves 24/7 shift work, so be ready to discuss your flexibility and willingness to work varied hours. Think about any previous experiences with shift work and how you managed them.
