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NEC
24*7 Service Desk AnalystNEC • Hartlepool, England, GB
24*7 Service Desk Analyst

24*7 Service Desk Analyst

NEC • Hartlepool, England, GB
30+ days ago
Job type
  • Full-time
Job description

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 ( 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, 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 ( 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
  • 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.
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24*7 Service Desk Analyst • Hartlepool, England, GB

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