Service Desk Analyst

Come join us and make a difference in the world! This role is based from our Hartlepool office. This will be covering core shifts which are Monday to Friday between 8am-4.30pm/8:30am-5pm.

You will 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.
• 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.

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 are resolved in the shortest possible time, meeting the organisation's 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 processes are regularly reviewed.

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.
• 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.
• 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 valuable employee assistance programme which can help in every area of your life.
• All colleagues get free access to LinkedIn Learning. Over 15,000 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.