247 Service Desk Analyst

Company DescriptionCome join us and make a difference in the world!Discover more at www. necsws. comNo Agencies PleaseJob DescriptionThis is for a 12 Month Fixed Term Contract. This role can be based Hybrid from our Hartlepool or Chippenham Office. Main ResponsibilitiesTo recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAsTo 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 requirementsTo 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 GroupTo resolve those incidents/service requests classified as First-Line-Fix, i. e.

password resets and account reactivations/deactivations etcTo 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 endTo reflect on customer feedback through customer call closure surveysTo contribute to team meetingsTo undertake all required training for the roleTo 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. QualificationsYou 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 (i. e. Outlook / Excel )Flexibility in approachSelf MotivatedAbility to make decisions and take ownershipStrong communication skillsExcellent attention to detailAbility to follow instructionsExperiencing of working in a first line role and a understanding of ITIL is desirable but not required.

Must be eligible for UK Security ClearanceAdditional InformationBenefitsWe 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 (FTE)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 selection of flexible benefits to suit your individual needsAll 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 InformationCandidates 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, references and occupational health 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 AreWe’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.