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.
Company Description
Come join us and make a difference in the world!
Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
This role is based from our Hartlepool office.
You will have 1st line experience in proving 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
Role involves:
- 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:
- 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
- Previous experience working in a 1st line role or similar.
- Must be eligible for UK Security Clearance
Additional Information:
We are proud of the benefits we offer employees of NEC Software Solutions
- 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
- 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 fantastic selection of flexible benefits to suit your individual needs
- We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
- 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 and reference 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
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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NEC Software Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NEC Software Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 24*7 Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NEC Software Solutions:Your cover letter is your chance to shine! Tell us why you want to work at NEC Software Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NEC Software Solutions!
How to prepare for a job interview at NEC Software Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
