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- Tasks: Provide first-line IT support, manage incidents, and ensure timely resolution of issues.
- Company: Join NEC Software Solutions, a leader in IT services with a commitment to excellence.
- Benefits: Enjoy private medical cover, 25 days holiday, and a fantastic pension scheme.
- Why this job: Be part of a dynamic team, enhance your skills, and make a real impact on users' experiences.
- Qualifications: 1st line IT experience, excellent customer service skills, and knowledge of Microsoft Office required.
- Other info: Flexible 24/7 shift work with a supportive training environment.
The predicted salary is between 24000 - 36000 £ per year.
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- 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 are resolved in the shortest possible time, meeting the organisation\’s service level targets, and minimizing 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 in progressing any calls transferred to their group.
- To resolve incidents/service requests classified as First-Line-Fix, password resets, and account reactivations/deactivations.
- To keep users informed of progress, especially post SLA breach.
- To accurately close all resolved incidents, requests, and other calls in a timely manner, especially at month end, using closure codes.
- 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 is maintained, and to ensure that system documentation and support processes are 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 (Outlook / Excel).
- Flexibility in approach.
- Self-motivated.
- Ability to make decisions and take ownership.
- 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.
- 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.
- 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.
- A selection of flexible benefits to suit your individual needs.
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247 Service Desk Analyst employer: NEC
Contact Detail:
NEC 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 these concepts can help you demonstrate your knowledge during the interview and show that you're proactive about improving your skills.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios. This will prepare you for the types of interactions you'll have on the job, especially when dealing with frustrated users or urgent issues.
✨Tip Number 3
Get comfortable with Microsoft Office, particularly Outlook and Excel. Being able to navigate these tools efficiently will be crucial in managing emails and logging incidents effectively.
✨Tip Number 4
Be ready to discuss your flexibility and self-motivation during the interview. Since this role involves 24/7 shift work, showcasing your ability to adapt and manage your time will set you apart from other candidates.
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, emphasise your flexibility and self-motivation. Mention your familiarity with Microsoft Office and any relevant ITIL knowledge, even if it's not extensive.
Highlight Relevant Experience: When detailing your work history, focus on roles where you provided IT support. Include any achievements related to improving service levels or customer satisfaction.
Showcase Attention to Detail: Provide examples in your application that demonstrate your attention to detail, such as accurately logging incidents or following documented procedures. This is crucial for the role.
How to prepare for a job interview at NEC
✨Showcase Your Customer Service Skills
As a 247 Service Desk Analyst, excellent customer service is key. Be prepared to share examples of how you've effectively communicated with users and resolved their issues in previous roles.
✨Demonstrate IT Knowledge
Familiarise yourself with common IT issues and solutions, especially those related to hardware and software. Highlight any experience you have with Microsoft Office and ITIL practices during the interview.
✨Emphasise Time Management
Since punctuality and timekeeping are crucial for this role, be ready to discuss how you manage your time effectively, especially in a shift-based environment. Mention any tools or techniques you use to stay organised.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about how you would handle specific IT incidents or customer requests, and be ready to explain your thought process clearly.
