Service Desk Analyst

This position is located in Hartlepool and operates on a hybrid working model. It is a full-time, permanent role, requiring 37.5 hours per week, with shifts scheduled between 7:00 AM and 7:00 PM on a rotating basis.

The NEC Software Solutions Central Service Desk Team are seeking the services of a Service Desk Analyst to provide direct first-line level 1 service desk support to numerous internal and external accounts. The Service Desk Analyst will work with a team of other Service Desk Analysts, under the general supervision of a Service Desk Team Lead. The service desk provides a single point of contact for IT related issues to customers, internal & external IT support groups and provides first time resolutions where available.

The main responsibilities of a Service Desk Analyst are:

• 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 requests 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 are reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimising the disruption to critical systems.
• 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.

Qualifications:

• You must have 1st line experience in proven IT service for users.
• 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 of working in a first line role and an understanding of ITIL is desirable but not required.

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.
• 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 an 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.

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.

Equal Opportunities:

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.