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 Analysts to provide direct first-line level 1 service desk support to numerous internal and external accounts.

Responsibilities

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

Requirements

1st line experience in proving 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

Nice to have

Experience of working in a first line role and an understanding of ITIL

Benefits

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; An invaluable employee assistance programme