24*7 Service Desk Analyst job opportunity at NEC Software Solutions UK.

Home Jobs In United Kingdom Tag: Job 24*7 Service Desk Analyst position at NEC Software Solutions UK


Date2026-04-29T08:36:02.001Z bot
NEC Software Solutions UK 24*7 Service Desk Analyst
Experience: General
Pattern: Full-time
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loacation Hartlepool, England, United Kingdom
loacation Hartlepool, En..........United Kingdom
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Job DescriptionThis 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 (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. 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 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.

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