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.

The Service Desk Analyst will work with a team of other Service Desk Analysts, under the general supervision of a Service Desk Team Lead. The service desk provides a single point of contact for IT related issues to customers, internal & external IT support groups and provides first time resolutions where available. The main responsibilities of a Service Desk Analysts are:

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.