Job Description
This role is based in our Hartlepool office. You will have 1st‑line experience in providing IT service for users. The position requires strong customer service, Microsoft Office skills, flexibility, motivation, decision‑making, communication, detail orientation, and the ability to follow instructions. Desired experience includes a former first‑line role and ITIL knowledge (not required).
Responsibilities
* Ensure good timekeeping, login to the phone system, and support call management in line with SLAs.
* Manage customer mailboxes and log emails in the ITSM tool.
* Accurately log all incident/service request and change details following documented procedures.
* Allocate categorisation and prioritisation levels per contractual requirements.
* Provide first‑line investigation and diagnosis, escalating to appropriate teams within target times.
* Resolve basic hardware/software problems.
* Record accurate information (using Quick Solutions where available) to support the second‑line team.
* Handle incidents/service requests classified as First‑Line‑Fix (password resets, account reactivations/deactivations).
* Keep users informed of progress, especially after an SLA breach.
* Close resolved incidents, requests and other calls timely using closure codes, especially at month‑end.
* Reflect on customer feedback via call closure surveys.
* Contribute to team meetings.
* Undertake all required training.
* Provide IT support and preventive maintenance for all contracts.
* Maintain comprehensive procedure documentation and review system documentation and support processes regularly.
* Work 24/7 shift schedule: 14 shifts every 28 days; rotation discussed in interview.
Qualifications
* Excellent customer service and influencing skills across various mediums.
* Knowledge of Microsoft Office suite (Outlook, Excel).
* Flexibility in approach.
* Self‑motivated.
* Decision‑making and ownership.
* Strong communication skills.
* Excellent attention to detail.
* Ability to follow instructions.
* Experience in a first‑line role; ITIL understanding desirable but not required.
* Previous experience in a 1st‑line role or similar.
* Must be eligible for UK Security Clearance.
* Right to work and travel within the UK.
Benefits
* Private Medical Cover funded by NEC (option to add family members at additional cost).
* 25 days paid holiday (option to buy/sell).
* Four times basic salary life assurance cover funded by NEC (option to increase cover at additional cost).
* A Group Pension Plan with employer contributions up to 8.5%.
* Flexible benefits options to suit individual needs.
* Employee assistance programme.
* Free access to LinkedIn Learning (over 15,000 courses).
Equal Opportunities
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
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