24*7 Service Desk Analyst Jobs in Hartlepool at NECSWS

Title: 24*7 Service Desk Analyst

Company: NECSWS

Location: Hartlepool

Company Description

NEC Software Solutions is headquartered in the UK and operates around the world.

We employ more than 3,000 people in six countries, building software and services to get our customers better outcomes.

We traded as Northgate Public Services until 1 July 2021 when we rebranded to align with our owners, NEC. Most of our subsidiary companies did too (APD Communications, i2N, EMIS Care and Charter Systems) but our service design agency still trades as Snook.

We’ve been part of global tech company NEC Corporation since January 2018.

Find out more about our business on the Corporate Responsibility and Performance pages.

Job Description

You must 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 approach

Self Motivated

Ability to make decisions and take ownership

Strong communication skills

Excellent attention to detail

Ability to follow instructions

Experience of working in a first-line role and an understanding of ITIL is desirable but not required.

The role is 24*7 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.


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.

Additional Information

Employees of NEC are entitled to the following benefits:

Single Private Medical Cover (with the option to select family cover at an additional cost)

25 days paid holiday with the option to buy/ sell 5 days

4 x basic salary life assurance cover

A Group Pension Plan with fantastic employer contributions

A selection of tax efficient flexible benefits to suit your individual needs

Other Information

Candidates must be able to demonstrate…