At a Glance
- Tasks: Provide first-line IT support, manage customer queries, and resolve technical issues.
- Company: Join NEC Software Solutions, a global tech leader making a real difference in public services.
- Benefits: Enjoy private medical cover, 25 days holiday, a great pension plan, and access to LinkedIn Learning.
- Other info: This role involves 24/7 shift work; flexibility is key!
- Why this job: Be part of a team that supports vital services and makes a positive impact on society.
- Qualifications: 1st line IT experience, excellent customer service skills, and knowledge of Microsoft Office are essential.
The predicted salary is between 24000 - 36000 £ per year.
This role is based from our Hartlepool office.
Responsibilities
- 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.
- Experience working in a first line role and understanding of ITIL desirable but not required.
- 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 organisation's service level targets and minimising 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.
Working Hours
24/7 shift working. 14 shifts every 28 days. The exact rotation will be discussed during the interview stages.
Qualifications
- Previous experience working in a first line role or similar.
- Must be eligible for UK Security Clearance.
- Ability to demonstrate pre‑existing right to work and travel within the UK.
- Documentary evidence will be required.
Benefits
- Private Medical Cover funded by NEC for Employees (option to add family members at additional cost).
- 25 days paid holiday with option to buy/sell.
- 4x basic salary life assurance cover funded by NEC (option to increase cover at additional cost).
- A Group Pension Plan with employer contributions up to a maximum of 8.5%.
- A fantastic selection of flexible benefits to suit your individual needs.
- An invaluable employee assistance programme to help in every area of your life.
- Free access to LinkedIn Learning for all colleagues (over 15,000 courses covering a wide breadth of subjects).
Other Information
- All offers subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
Equal Opportunities
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.
We are committed to ensuring an inclusive and accommodating experience for all candidates and provide reasonable adjustments as required during the recruitment or interview process.
24*7 Service Desk Analyst employer: NEC Software Solutions
NEC Software Solutions is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within the Social Housing sector. With flexible hybrid and remote working options, employees enjoy a healthy work-life balance while having access to continuous professional development opportunities. Join us to be part of a forward-thinking team dedicated to creating impactful solutions that truly make a difference in communities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land 24*7 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 speak the same language as the team and demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your customer service skills. Since this role involves direct interaction with users, showcasing your ability to handle queries and resolve issues efficiently will set you apart from other candidates.
✨Tip Number 3
Prepare for shift work discussions during the interview. Be ready to express your flexibility and willingness to adapt to the 24/7 shift pattern, as this is crucial for the role.
✨Tip Number 4
Highlight any experience you have with Microsoft Office Suite, particularly Outlook and Excel. Being proficient in these tools can significantly enhance your effectiveness in managing customer communications and logging incidents.
We think you need these skills to ace 24*7 Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in first-line IT support. Emphasise your customer service skills and any familiarity with ITIL practices, even if it's not a requirement.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific responsibilities from the job description that excite you and how your skills align with them.
Showcase Communication Skills:Since strong communication is key for this role, provide examples in your application of how you've effectively communicated with customers or team members in previous positions.
Highlight Flexibility and Self-Motivation:Discuss your ability to work flexible hours and your self-motivation. Share instances where you've taken ownership of tasks or projects, especially in a fast-paced environment.
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. Highlight your ability to communicate clearly and effectively across different mediums.
✨Familiarise Yourself with ITIL Principles
While ITIL experience isn't mandatory, having a basic understanding can set you apart. Brush up on ITIL concepts related to incident management and service requests, as this knowledge will demonstrate your commitment to best practices in IT service management.
✨Prepare for Technical Questions
Expect questions about basic hardware and software troubleshooting. Review common issues like password resets and account management. Being able to articulate your thought process in resolving these issues will show your problem-solving skills.
✨Demonstrate Flexibility and Self-Motivation
This role involves 24/7 shift work, so it's important to convey your flexibility and willingness to adapt. Share experiences where you've taken initiative or worked independently, showcasing your self-motivation and ability to manage time effectively.
